Call Center Manager

FAIRWINDS Credit Union • Orlando, FL

20h

About The Position

Financial Freedom Happens Here – and it starts with YOU. At FAIRWINDS Credit Union, we’re more than a workplace; we’re a team on a mission. Join the credit union nationally endorsed by The Dave Ramsey Show, where every day is a step toward financial freedom - for our members and for you. We’re seeking a Contact Center Manager to lead our team, ensuring top-tier service for every interaction. This is your opportunity to make a meaningful impact in a collaborative, high-performing environment where your leadership will shape our customer experience. Your Role in Our Mission: Lead and develop a team of Contact Center Leads and Representatives through coaching, and performance management. Monitor day-to-day contact center operations, including scheduling, call flow, and service delivery. Meet and exceed key performance metrics like customer satisfaction, call handling time, and issue resolution rates. Handle escalated member concerns with professionalism and empathy, ensuring solutions align with policy and service standards. Analyze call trends and performance reports to drive data-informed improvements. Collaborate with leadership on strategic planning, process enhancements, and cross-departmental initiatives. Foster a positive, growth-focused team culture that values collaboration and continuous improvement. Manage operational budgets and ensure resources are used effectively. Stay up to date on industry trends and new technologies to improve service delivery and team efficiency. What Makes You a Great Fit: At least 2 years of leadership experience in a contact center environment. Proven success managing teams in the financial services industry, preferred. Strong interpersonal and communication skills with a focus on people development. Proficiency in contact center technologies, workforce tools, and CRM platforms. Data-savvy with the ability to interpret metrics and turn insights into action. A service-first mindset with a commitment to delivering exceptional experiences. A Culture of Care and Reward: You give your best, and we give back with a comprehensive and meaningful rewards package: Enjoy 11 paid holidays and generous paid time off to recharge and reset Build your future with a 6% 401(k) match Eligible for a $700 annual contribution to your Health Savings Account Access our comprehensive maternity leave program to support growing families Stay covered with medical, dental, vision, disability, and life insurance Grow your career through leadership development, tuition assistance, and advancement opportunities Earn rewards for financial wellness through our Debt Free Club and Dave Ramsey’s SmartDollar program Thrive in a purpose-driven, people-first culture where your impact matters This is more than your next job. It’s your next step in changing lives; starting with your own. About FAIRWINDS Credit Union At FAIRWINDS Credit Union, Financial Freedom Happens Here. Headquartered in Orlando, we’ve proudly served members for more than 70 years. Our mission - Changing members’ lives on the journey to Financial Freedom - guides every decision we make, and our vision is simple: Members financially free. Through The FAIRWINDS Way, we foster a culture built on integrity, accountability, and teamwork. We are also proud to be nationally endorsed by The Dave Ramsey Show as a trusted provider committed to financial wellness! We’re honored to be recognized as one of the Forbes 2024 Best-in-State Credit Unions and Orlando Business Journal’s Best Places to Work. Join a top workplace where your purpose matters, and your growth is supported every step of the way.

Requirements

• At least 2 years of leadership experience in a contact center environment.
• Strong interpersonal and communication skills with a focus on people development.
• Proficiency in contact center technologies, workforce tools, and CRM platforms.
• Data-savvy with the ability to interpret metrics and turn insights into action.
• A service-first mindset with a commitment to delivering exceptional experiences.

Nice To Haves

• Proven success managing teams in the financial services industry, preferred.

Responsibilities

• Lead and develop a team of Contact Center Leads and Representatives through coaching, and performance management.
• Monitor day-to-day contact center operations, including scheduling, call flow, and service delivery.
• Meet and exceed key performance metrics like customer satisfaction, call handling time, and issue resolution rates.
• Handle escalated member concerns with professionalism and empathy, ensuring solutions align with policy and service standards.
• Analyze call trends and performance reports to drive data-informed improvements.
• Collaborate with leadership on strategic planning, process enhancements, and cross-departmental initiatives.
• Foster a positive, growth-focused team culture that values collaboration and continuous improvement.
• Manage operational budgets and ensure resources are used effectively.
• Stay up to date on industry trends and new technologies to improve service delivery and team efficiency.

Benefits

• Enjoy 11 paid holidays and generous paid time off to recharge and reset
• Build your future with a 6% 401(k) match
• Eligible for a $700 annual contribution to your Health Savings Account
• Access our comprehensive maternity leave program to support growing families
• Stay covered with medical, dental, vision, disability, and life insurance
• Grow your career through leadership development, tuition assistance, and advancement opportunities
• Earn rewards for financial wellness through our Debt Free Club and Dave Ramsey’s SmartDollar program
• Thrive in a purpose-driven, people-first culture where your impact matters

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 251-500 employees