Contact Center Manager

Build Better ExperiencesOne Member Interaction at a Time At Central Willamette Credit Union, our valuesRespect, Integrity, Ethics, Compassion, and Humorshape how we serve our members, support one another, and strengthen our communities.

Our mission is simple: to build stronger communities by making life easier for those we serve.

We are seeking a strategic, hands-on Contact Center Manager to lead a high-performing team and elevate the member experience across phone and digital channels.

This is an opportunity for a collaborative leader who enjoys developing people, improving processes, using data to guide decisions, and stepping into the work alongside their team.

Must be within commuting distance of Albany Oregon.

The Contact Center Manager is a key member of the CXO Leadership Team and is responsible for leading the strategy, daily operations, performance, and continued evolution of the Credit Unions Contact Center.

This role ensures the Contact Center delivers exceptional member service through phone and digital channels, including secure chat, text, and email.

The manager will lead operational improvements, support adoption of new technology, monitor service and quality performance, and partner with leaders across the Credit Union to advance organizational priorities.

This is a working manager role with direct supervisory responsibility for Contact Center Supervisors and Contact Center team members.

The Contact Center Manager must be available to provide direct member-contact coverage as needed to support service levels, peak volumes, staffing gaps, meetings, training, and operational disruptions.

Benefits and Perks CWCU offers a comprehensive benefits package, including: Three weeks of vacation during your first year and four weeks beginning in your second year10 paid holidays annuallyFive paid sick days annuallyMedical, dental, and vision insurance effective the first of the month following your hire dateEligible for a semi-annual incentive of up to 3.5% (7.5% yearly) of your annual salary based upon the achievement of our strategic organizational goals.Eligibility to participate in the CWCU 401(k) Plan, including a generous employer match: CWCU matches your contributions dollar-for-dollar on the first 3% of eligible compensation you contribute, plus 50% on the next 2%.

What Youll Do Lead Strategy, Performance, and Execution 15% Partner with the Chief Experience Officer to develop and execute the Contact Center business plan.Lead initiatives that improve member experience, operational efficiency, service delivery, member retention, and organizational results.Understand departmental performance metrics and use them to connect team performance with member outcomes and operational goals.Collaborate with leaders across the Credit Union to ensure Contact Center initiatives align with broader organizational priorities.Make thoughtful, timely decisions using available data, experience, and input from appropriate stakeholders.Stay current on fin...