Contact Center Manager

Join Our Team at Harborstone Credit Union—Voted one of Washington’s Best Workplaces!

Are you a high-performing, fast-paced leader who thrives in a challenging, rewarding environment? Do you love building strong teams, raising performance standards, and leading with people-first values? If so, you may be the perfect fit to lead Harborstone’s Contact Center.

Compensation -

Minimum: $77,970

Maximum: $111,385

Applicant with desired knowledge, skills and abilities can anticipate $83,500 - $89,100

·         Lead a high-performing phone-based Contact Center by driving daily operations, service levels, staffing, and overall operational excellence.

·         Coach, develop, and motivate teammates through regular 1:1s, skill-building, and engaging incentives that strengthen capability, accountability, and sales performance.

·         Elevate the member experience by ensuring empathetic service, accurate financial guidance, and consistent achievement of referral, activation, and satisfaction goals.

Key Responsibilities:

·         Lead daily Contact Center operations to maintain strong service levels, stable call flow, optimized staffing, and operational consistency.

·         Coach, develop, and empower teammates through 1:1s, feedback, skill-building, performance management, and recognition.

·         Drive financial empowerment and member satisfaction by fostering empathetic service, accurate guidance, and strong referral and sales performance.

·         Inspire engagement and performance by creating fun, meaningful contests, incentives, and team motivation strategies.

1.   Education:

·      Bachelor’s degree in business, Finance, Communications, or a related field (Preferred)

·      Equivalent combination of education and leadership experience (Essential)

2.   Experience:

·      3–5 years of leadership experience in a Contact Center, customer service, or financial services environment (Essential)

·      Proven experience coaching teams, managing performance, and driving operational results (Essential)

3.   Technical Skills:

·      Proficiency in Microsoft Office Suite (Outlook, Excel, Word, Teams) (Essential)

·      Experience with Contact Center platforms such as Genesys Cloud, NICE, Avaya, or similar systems (Preferred)

4.   Soft Skills:

·      Strong leadership, coaching, and team-development skills (Essential)

·      Excellent verbal and written communication skills (Essential)

5.   Certifications/Additional Qualifications (if applicable):

·      Leadership or management certifications (e.g., CML, CCXP, CUCE) (Preferred)

·      Call Center Management or Workforce Management certification (Preferred)

·      BSA/AML, OFAC, or other financial regulatory training (provided upon hire) (Essential)

Physical Considerations

·      Ability to communicate effectively in verbal, written, and electronic formats with internal and external stakeholders.

·      Ability to read, comprehend, and respond to written and verbal instructions and information.

·      May be required to sit or stand for extended periods, depending on job duties.

·      May involve repetitive motions, including keyboarding and handling office equipment.

·      May require stooping, bending, squatting, or reaching occasionally.

·      May be required to lift and carry items weighing up to 50 pounds.

·      Ability to navigate office environments, including walking between workstations, meeting rooms, and member service areas.