Contact Center Manager

Position Overview

We are actively recruiting for a Contact Center Manager to lead day-to-day operations and drive high performance across all service channels. In this role, you will translate organizational strategy into operational execution, owning service delivery, team performance, and member experience outcomes across phone, chat, secure messaging, and virtual advisor channels.

This is a hands-on leadership role responsible for coaching and developing Assistant Managers and frontline teams, managing key performance indicators, overseeing escalations, and partnering cross-functionally to ensure a consistent, remarkable member experience. The ideal candidate brings a data-driven mindset, strong people leadership skills, and a track record of operational excellence in a contact center or omnichannel service environment.

Location & Work Setting: Alexandria, VA. Hybrid Position (2 days onsite). Work Schedule: Monday – Saturday. Frequent travel between the Alexandria and Harrisonburg, VA locations is required (averaging approximately two days per month) to support team engagement, operational consistency, team development, operational initiatives, and cross-location collaboration.

What You’ll Bring Bachelor’s degree in business, management, communications, finance, or a related field preferred; equivalent combination of education and relevant experience will be considered. Five to seven years of progressively responsible experience in contact center operations, retail financial services, or customer/member service leadership, including at least two years of direct management or supervisory experience.

Demonstrated success leading team performance, coaching and development, service delivery, and achievement of operational and organizational goals. Strong knowledge of contact center operations, including workforce management, service level management, quality assurance, performance metrics, and omnichannel service delivery.

Experience with digital service channels and supporting adoption of self-service, virtual, and digital communication tools. Proficiency with contact center technologies, workforce management systems, CRM platforms, reporting and analytics tools, and Microsoft Office Suite. Experience supporting process improvement, digital adoption, and change management initiatives preferred.

Working knowledge of BSA, OFAC, and regulatory compliance requirements applicable to contact center operations. Experience in a credit union, banking, or financial services environment preferred. Strong analytical skills with the ability to interpret performance data, identify trends, and develop actionable improvement plans.

Excellent communication, coaching, and interpersonal skills with the ability to lead effectively in a high-volume, fast-paced environment. What You Can Expect From COFCU A fun work environment! The Credit Union (CU) helps build relationships by providing remarkable service, celebrating internal and external opportunities, acting with integrity, and loving the communities we serve.

Highly competitive compensation and benefits package to include medical, dental, vision, life, short-term and long-term disability insurance, 401(k) plan, profit sharing, paid holidays, and paid time off. We also offer pet insurance! Employee PERKS to include: a culture day, birthday off with pay, volunteer leave, tuition reimbursement, business casual dress environment, discounted gym membership, discounted loans, employee referral bonus program, exciting employee engagement events, and more!

Join the COFCU team! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or state as an individual with a disability.