Communications Center Manager
$62,000–$72,000 year
On-siteAurora, Colorado, United States
Job Summary
Hire, train, and supervise a high-performing Communications Center team while monitoring performance standards and conducting annual evaluations. Develop and implement departmental strategies aligned with credit union goals, analyze operations to identify workflow improvements, and collaborate with IT and vendors to optimize communication systems including ITMs. Handle escalated member issues to ensure timely resolutions and drive a consistent member-first culture across phone, ITMs, and digital channels. Support broader operational strategies with the VP of Operations. Applicants must reside in the Denver/Metro area.
Required Qualifications
- Applicants must reside in the Denver/Metro area to be considered
- 3–5 years of experience in contact center operations or financial services
- Demonstrated ability to lead, motivate, and develop a service-driven team
- Strong knowledge of communication channels (phone, ITM, digital) and service workflows
- Tech-savvy with strong analytical and problem-solving skills
- A collaborative mindset with excellent communication and interpersonal skills
- Employment is contingent upon a background check and bondability
Desired Qualifications
- Experience working with ITM platforms or similar member-facing systems is a plus
- Bilingual in Spanish is a plus, but not required
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