Manager - Member Services
On-site · Austin, Texas, United States
Job Summary
Lead and develop a high-performing Member Services team in a high-volume call center, shaping and executing strategies to enhance member experiences and department operations. Mentor Assistant Managers, develop career plans, participate in hiring/onboarding, monitor and report on metrics, quality, and NPS/SLA performance, and collaborate with the Director to drive engagement and continuous improvement. Requires supervisory leadership (minimum 3 years), Associates Degree or equivalent (Bachelor’s preferred), and strong MS Office skills; bilingual English/Spanish is valued.
Required Qualifications
- Associates Degree or equivalent
- Minimum of 3 years of supervisory leadership experience
- Advanced level of Personal Computer skills, with proficiency in Internet communications as well as Microsoft Word and Excel
- Must be bondable
- Preferred: Bachelor’s Degree
- Five years of Call Center experience
- Prior credit union or financial industry experience
- English/Spanish bilingual
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