Contact Center Team Manager

Stanford Federal Credit Union

Contact Center Team Manager for Stanford Federal Credit Union. Leading a team to improve financial lives based on member care principles in a non-profit environment.

Posted 7/11/2026full-timePalo Alto • California • 🇺🇸 United StatesMid-LevelSenior💰 $88,000 - $110,000 per yearWebsite

About the role

Key responsibilities & impact

Responsible for hiring, supervising, training, motivating, and developing staff on an on-going basis
Responsible for the consistent monitoring of team members’ quality and service standards through regular QA evaluations
Proactively monitors and upholds daily, weekly, and monthly service standards for member experience such as Average Speed of Answer, Service level and abandonment rate
Maintains regular contact with team members regarding individual performance and overall department achievement of service and quality standards to provide coaching as necessary and recognize team and individual accomplishments
Adheres to Credit Union policies, procedures while identifying and working to eliminate root causes of inefficiencies and formulating recommendations/feedback to management regarding operational policies and procedures
Actively partners, collaborates, and communicates with other service departments to implement process and service improvements that will benefit the members and the team
Assist in maintaining forecasting data and creating monthly schedules for the management team and all other units to ensure all communication channels are fully staffed and reduce flow out calls
Responsible for collecting data for the regular reporting of agent productivity and department service levels
Assist in the development, implementation and management of all job metrics related to various agent responsibilities including chats, e-mail, in-bound calls, and fulfillment responsibilities

Requirements

What you’ll need

Six to Eight years of experience in a related field with equal responsibilities is preferred
Minimum of 4 years of college education or equivalent experience
Formal training should be supplemented with continuing education and self-development programs
Ability to coach, motivate, and train staff in service and sales environment
Excellent communication skills in all mediums
Present a positive professional image
Work within precise, standardized guidelines with latitude to make decisions
Proficient in all standard desk-top software applications with strong skills in Excel
Demonstrated excellence in member service, de-escalation and problem resolution
Possess the creativity required to successfully complete assigned duties
Ability to handle daily routine with freedom to interpret or to act upon various situations

Benefits

Comp & perks

100% paid employee medical, dental, vision, life/AD&D and short-term disability insurance for the employee; 50% paid for dependents
Quarterly incentives up to 10% of your salary (based on position)
Employer 401(k) matching up to 5% plus additional annual discretionary contributions
Education reimbursement up to $5,200/year
Employee recognition program with cash incentives
Commuter Toll reimbursement $100-$200/month (based on position)
Wellness Benefits up to $1,200 per year
Paid Sick Time accrues at two weeks per year
Paid Vacation Time accrues at three weeks per year
Paid Federal banking holidays (approximately 10 per year)
Ongoing training and education, seminars, and conferences
Loan rate discounts on some products (vehicle, mortgage and HELOC loans)
Waived fees and deposit bonuses on Stanford FCU accounts
Flex health/transit plan availability
Employee Assistance Program with free benefits like counseling, help finding legal assistance and day care resources

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Data AnalysisQuality AssuranceForecastingSchedulingMember Service ExcellenceProblem ResolutionService Level MonitoringOperational Policy DevelopmentPerformance Metrics ManagementStandard Desktop Software Proficiency

Soft Skills

Communication SkillsMotivational SkillsCreativityProfessional ImageDe-escalation Skills