Job Details

Member Contact Center Manager

Join the Keesler Federal Credit Union team! Keesler Federal Credit Union team members enjoy competitive salaries and a wide range of benefits, some of which include:

• Medical, dental, and vision insurance
• Section 125 Flexible Spending Accounts for Health Care and Dependent Care expenses
• Employee and Dependent Life Insurance
• 401(k) Retirement Plan with 100% match on the first 5% contributed by you
• Paid Leave
• Tuition Reimbursement and Competitive Scholarships
• Short-Term & Long-Term Disability Benefits
• Employee Assistance Program

We currently do not sponsor work-related visas.

Position: Member Contact Center Manager

Department: Member Contact Center

Reports To: VP of MCC

FLSA: Exempt

Summary: The Member Contact Center Manager is responsible for leading the daily operations of the Member Services team within the Member Contact Center. This role is accountable for delivering exceptional member experiences while achieving established service, quality, productivity, and operational performance goals. The Member Contact Center Manager reports directly to the VP of Member Contact Center and collaborates with other departments to ensure seamless operations and member satisfaction.

Supervisory Responsibilities: Perform supervisory duties in accordance with the credit union's policies and procedures and all applicable federal, state, and local laws. Responsibilities include participating in the recruitment, interview, selection, and onboarding of employees; providing training and development; planning, assigning, and overseeing work; evaluating performance; coaching and counseling employees; administering recognition and corrective actions as appropriate; responding to employee concerns and supporting issue resolution; and supporting employment actions such as promotion, transfer, demotion, or separation in accordance with established policies and legal requirements.

Essential Functions:

• Lead the daily operations of the Member Services team within the Member Contact Center to achieve organizational and departmental goals.
• Foster a culture focused on member experience, accountability, teamwork, and continuous improvement.
• Executes on organizational strategies to achieve call center goals and objectives, including service level agreements, call quality, and member satisfaction targets.
• Monitor and analyze call center performance metrics, identifying areas for improvement and implementing corrective actions as necessary.
• Ensure adherence to call center policies, procedures, and regulatory requirements.
• Collaborate with other departments to address member inquiries, resolve escalated issues, and improve the overall member experience.
• Utilize call center platform to monitor call routing, workforce management, and reporting.
• Prepare and present reports on call center performance, trends, and recommendations to management.
• Maintains a working knowledge and daily supervision of all functional requirements of the inbound contact center.
• Works with management to develop business plans to support the organization's strategic plan.
• Assist in disaster preparedness and recovery within scope of authority.
• Responsible for compliance with all Federal regulations, including Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC).

Other Duties and Responsibilities: Other duties as assigned

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education: Bachelor's Degree in related field or equivalent combination of education and experience which demonstrates the ability to perform the functions of the position preferred

Experience and Other Requirements:

• Minimum of 5 years of experience in call center leadership, preferably in the financial services industry.
• Advanced Knowledge and understanding call center performance targets.
• Exceptional problem-solving and decision-making abilities.
• Strong critical, analytical and data-driven mindset, with the ability to interpret and utilize call center metrics.
• Excellent verbal and written communication skills.
• Ability to adapt to a fast-paced and dynamic environment.

Interpersonal Skills: Demonstrates the ability to interact professionally and respectfully with members, coworkers, and external partners. Communicates information clearly and effectively, both verbally and in writing, and listens attentively to understand questions or concerns. Maintains a courteous, cooperative, and service‑oriented approach in a variety of work situations, including those involving differing perspectives or needs. Builds positive working relationships and contributes to a collaborative, inclusive, and member‑focused environment.

Computer Skills: Proficient in the use of computers and standard office technology, including Microsoft Office applications (Word, Excel, Outlook, and Teams).

Certificates, Licenses and Registrations: None

Physical Demands: The physical demands described below are representative of those that may be associated with performing the essential functions of this position. The essential functions of this role can be performed with or without reasonable accommodation, in accordance with the Americans with Disabilities Act (ADA) and applicable federal, state, and local laws.

While performing the duties of this job, the employee may be required to remain in a stationary position for extended periods, move within the work environment, and operate a computer and other standard office equipment. Job duties may also involve the use of hands and arms to operate tools, devices, or controls, and to exchange information using various communication methods. Occasional postural activities such as bending, kneeling, crouching, or stooping may be required. The position may occasionally require lifting or moving items weighing up to 15 pounds.

Work Environment: The work environment is primarily a professional office or branch setting, with a focus on member service and collaboration. The role may require working in shared workspaces and interacting with members, coworkers, and vendors through various communication methods. Work may involve extended periods of sitting or standing, repetitive motions such as computer or device use, and occasional movement throughout the facility.

The essential functions of the position can be performed with or without reasonable accommodation, in accordance with applicable federal, state, and local laws, including the Americans with Disabilities Act (ADA).

Declaration: The human resources department retains the sole rights and discretion to make changes to this job description

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.