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. Responsible for leading a team who manage both member-facing call center services and back-office functions. This role ensures the delivery of excellent service through phone and digital channels, while also providing leadership over operational areas including online banking, online account opening, ACH processing, and check returns. The Manager plays a pivotal role in identifying operational efficiencies, leading projects, and enhancing service delivery and internal workflows.
 

• Supervise, coach, and develop the team responsible for call center and back-office functions.
• Foster a culture of service excellence, accuracy, and accountability.
• Oversee daily member interactions via phone, email, secure messaging, and ITM.
• Monitor service levels and implement strategies to meet performance benchmarks.
• Manage daily operations related to ACH processing, check returns, and exception item handling.
• Assist in managing the digital banking platforms including online and mobile banking, and online account opening systems.
• Identify and implement operational efficiencies and workflow improvements.
• Lead projects to enhance member service, reduce manual tasks, and improve processing accuracy.
• Continuously evaluate existing procedures and implement improvements to streamline workflows.
• Use metrics and feedback to recommend operational changes.

• 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.

• 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
• 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