Contact Center Manager

O Bee Credit Union is hiring a Contact Center Manager to join our amazing team. This full-time position plays a vital role in supporting our mission, serving our members, and strengthening our one-of-a-kind company culture.

What You’ll Do:

As our Contact Center Manager, you’ll oversee all Contact Center operations, ensuring the delivery of world-class service to our members. You’ll lead through a combination of strategic leadership, operational oversight, and continuous improvement, guiding your team to leverage technology, analytics, and best practices to enhance the member experience across all channels.

The Details:

• Location: Lacey, WA
• Pay Range: The range for this position is $80,168.40-$114,909.23 annually with a target range of $80,168.40-$95,757.70 annually, depending on relevant experience and qualifications. 

Why You’ll Love Working Here:

We’re deeply rooted in the communities we serve and love participating in local events like parades and festivals. Most importantly, we love our members. We offer a competitive benefits package, including:

• Employer-paid medical, dental, and vision insurance options
• 100% 401(k) match up to 4% of your salary
• Tuition reimbursement
• Charitable Volunteer Hours
• Incentive pay for achieving individual or company goals

Responsibilities:

• Provide strategic leadership to the Contact Center, fostering a culture of excellence, accountability, and continuous improvement.
• Lead, coach, and develop the Assistant Contact Center Manager and team, including hiring, onboarding, performance management, and succession planning.
• Oversee daily operations, staffing, workforce planning, scheduling, and service delivery standards.
• Align Contact Center strategy and operations with organizational goals and manage the departmental budget.
• Monitor KPIs, analyze performance data, and implement process improvements to enhance efficiency and service quality.
• Prepare and present performance insights, trends, and recommendations to leadership.
• Drive service utilization, outbound engagement, and cross-selling opportunities.
• Ensure exceptional member experiences across all service channels and resolve escalations or complex issues.
• Oversee quality assurance programs, including call monitoring and service evaluations.
• Support digital banking adoption and ensure effective use of omni-channel communication platforms.
• Optimize and enhance contact center technologies, including CRM systems, call routing, and workforce tools.
• Identify and implement automation and innovation opportunities to improve operations and member experiences.
• Ensure compliance with regulatory requirements and maintain strong risk management and fraud prevention practices.
• Approve exceptions, fee adjustments, and policy-related decisions within authority.
• Collaborate with internal teams and external partners to improve service delivery and support organizational initiatives.
• Promote diversity, equity, inclusion, and community engagement efforts.

Apply today and be part of something meaningful at O Bee Credit Union.

O Bee Credit Union provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran.

• Must have a high school diploma or equivalent. A bachelor’s degree in Business Administration, Management, or a related field is preferred.
• Must have at least 5 years of experience in customer service. 
• Must have at least 3 years of experience in a supervisory role within a contact center or financial institution. 
• Must be able to pass a background and credit check. Must be bondable. 
• Strong leadership, coaching, and team development abilities.
• Advanced problem-solving and conflict resolution skills.
• Ability to handle escalated and complex member situations.
• Proficiency with Microsoft Office, Symitar, and digital banking platforms.
• Experience with contact center systems (call routing, CRM, workforce tools).
• Strong data analysis and performance metric evaluation skills.
• Excellent communication skills, both verbal and written.
• Ability to adapt in a fast-paced, evolving environment.
• Commitment to continuous learning and professional growth.