Contact Center Manager

Firefighters First Credit Union

Virtual Branch Manager leading and managing contact center operations for a firefighter credit union. Overseeing team performance and member services focused on multiple communication channels.

Posted 7/28/2026full-time🇺🇸 United StatesMid-LevelSenior💰 $105,457 - $117,174 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing call center operations, ensuring service level agreements are met, and enhancing member experience through effective team leadership and operational analysis. Proficient in providing training and development opportunities while fostering collaboration across departments to support organizational goals.

Highest-signal resume keywords

Call Center Operations ManagementTeam Leadership and SupervisionData Analysis and Operational ImprovementE-Service Support and Virtual TechnologyBondable Status Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call Center ManagementData AnalysisOperational ImprovementService Level Agreement (SLA) ManagementTeam Training and Development

Soft Skills

CoachingFeedback ProvisionCollaborationCommunication

Tools & Technologies

VideoconferencingWeb-Chat

Industry Keywords

Financial ServicesCredit UnionMember ServicesE-Service Representative

About the role

Key responsibilities & impact

Managing all call center operations which includes ensuring SLAs are met for both wait times and quality of interaction on calls.
Effectively managing lending pipelines in the Virtual Branch.
Working with leaders and team members in other departments to coordinate member services, responses, research, resolutions, or carry out other required duties to support our membership.
Analyzing call center data and make recommendations to improve operations, member experience, as well as forecast and plan.
Participating in special projects and perform other assignments as needed.
Regularly meeting with each team member to ensure appropriate behaviors, schedules, and understanding of FFCU mission, vision, values are upheld including ensuring position expectations are met.
Providing team members with training, tools, and resources to successfully perform their jobs.
Holding teams accountable for meeting all service level agreements, ensuring the team’s work is accurate/efficient, and providing coaching, feedback, or training as needed.
Providing and ensuring development opportunities are available for team members as part of their overall career pathing with the credit union.
Leading change in department by identifying opportunities for improvement to consistently improve service levels.

Requirements

What you’ll need

Bachelor’s degree.
Minimum of 3 years’ experience as a call center representative or a financial services branch representative.
Experience supervising or managing employees.
Experience as an e-service representative or supervising e-service representatives, supporting customers through virtual technology such as videoconferencing, web-chat, or related capabilities.
All candidates must be bondable and maintain bondable status throughout employment in accordance with credit union regulatory requirements.

Benefits

Comp & perks

Competitive salary with a pay for performance bonus
Fully paid Medical, Dental, and Vision benefits package for employees.
Fully paid Life insurance, AD&D, short and long-term disability coverage
401k plan with a 3% safe harbor from the credit union and a matching program of up to 4%
Education reimbursement of up to $5,250 annually, along with a 0% education loan assistance program
Pet Insurance
4 weeks of PTO annually including 2 ½ days of float time.
9 paid holidays plus 2 half days