Call Center Manager

Hudson River Community Credit Union’s mission is to make our members’ lives better.

Call Center Manager

HRCCU is seeking a dynamic and experienced Call Center Manager to lead our Member Experience Center team. The Call Center Manager is responsible for leading and overseeing the credit union’s contact center operations to deliver exceptional member service, achieve performance goals, and ensure compliance with policies and regulatory requirements. This role manages daily operations, coaches and develops staff, monitors performance metrics, and partners with leadership to continuously improve the member experience across all call center channels.

Key Responsibilities:

• Lead, coach, and develop call center supervisors and representatives to deliver consistent, high-quality member service.
• Ensure a positive, professional, and member-focused experience across all call interactions.
• Monitor call quality, service levels, and member feedback.
• Manage call center metrics such as service levels, average handle time, first-call resolution, quality scores, and member satisfaction.
• Implement process improvements to enhance efficiency and consistency.
• Ensure adherence to credit union policies, procedures, and regulatory requirements.
• Maintain strong internal controls and documentation standards.
• Collaborate with branch operations, lending, digital services, and support departments to ensure seamless member support.
• Contribute to strategic planning initiatives related to service delivery, technology, and growth.
• Support change management initiatives, including new systems, products, or processes.

Qualifications:

• College Degree with at least 5 years of experience managing a contact center or customer service team, or a high school diploma with at least 8 years’ experience managing a contact center or customer service team, preferably in a financial institution.
• Strong leadership and team-building skills.
• Excellent verbal and written communication abilities.
• Ability to analyze performance data and take action to improve results.
• Proficiency in Microsoft Office Products
• The ability to adjust approach in response to new information, shifting priorities, or unexpected challenges.
• Commitment to providing outstanding member experience.

Employment Details:

• Location: HRCCU Operations Center in Corinth, NY.
• Annual Salary: $60,500.00-$75,000.00 depending on experience and qualifications.
• Medical, Dental, Vision, FSA & HSA options.
• Life insurance, short term, & long-term disability benefits.
• 401K with matching contribution up to 10%.
• Generous paid time off, including birthday off and additional12 observed holidays.
• Gym reimbursement and wellness program.
• Internal and external training, including certification and tuition reimbursement.
• Community Volunteer initiatives.
• Career growth & advancement opportunities.

We stand by our purpose to support our members, employees, and communities through all waves of life. We pride ourselves on fostering a workplace that celebrates diversity and inclusivity, ensuring open communication and employees feel valued.

Our Culture Statement: To create a supportive, inclusive and purpose-driven workplace where employees feel valued, empowered and inspired to serve our community while demonstrating kindness and empathy towards one another.

Learn more about our company culture and benefits on our careers page!

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.

Apply online https://www.hrccu.org/about/careers/

If you are unable to complete this application online due to a disability, please contact Human Resources at humanresources@hrccu.org