Call Center Manager

Provide leadership, coaching, and development for employees through regular one-on-one meetings, performance evaluations, feedback, and professional development planning. Own departmental service, quality, productivity, and sales metrics, using data and performance trends to drive continuous improvement. Model and reinforce the credit union's service quality standards while partnering with the Service Quality Analyst to deliver exceptional member experiences. Ensure appropriate staffing, scheduling, and workforce management to consistently meet member service expectations. Serve as the primary operational contact for key call center vendors by managing vendor relationships, monitoring service levels, resolving issues, and evaluating performance. Research and resolve escalated member inquiries and complaints. Ensure compliance with all applicable regulations, policies, procedures, and credit union standards.