Member Center Manager

Member Center Manager Elgin, IL Job Details Full-time $75,243.26 - $94,054.07 a year 16 hours ago Benefits Profit sharing Commuter assistance Disability insurance Health insurance Dental insurance Flexible spending account Tuition reimbursement Paid time off Vision insurance 401(k) matching Flexible schedule Life insurance Pet insurance Qualifications Strategic management Phone communication Workflow management (operations management method) Staff scheduling Regulatory compliance Mid-level Improving operational efficiency Compliance management implementation Key Performance Indicators Analysis skills Supervising experience Policy & process development Quality assurance Bachelor's degree Team management Performance Improvement (PI) Industry knowledge of financial regulations Business continuity planning Financial services Outbound calling Escalation handling Leadership Call center management Communication skills Staffing management Overseeing training Staff development

Analytics Full Job Description Position Description:

Member Center Manager Reports to:

Member Center Director Supervises:

Member Center Supervisors and Specialists Grade Level:

12

Full Salary Range:

$75,243.26 - $112,864.88

Hiring Salary Range:

$75,243.26 - $94,054.07

Primary Responsibilities:

Act as the manager responsible for day-to-day operations of the Member Center, ensuring operational efficiency, adherence to performance metrics, and delivery of exceptional member service. Oversee call center performance, staffing, quality, compliance, and workflow execution. Ensure compliance with federal and state regulations, Credit Union policies, and organizational goals.

Duties and Responsibilities:

Lead daily call center operations, ensuring service levels, quality standards, and productivity targets are consistently met. Supervise and support Member Center Supervisors, providing guidance, coaching, and oversight to ensure effective frontline staff management. Monitor key performance indicators (KPIs) such as call volume, handle time, service levels, quality scores, and member satisfaction metrics. Coordinate forecasting, scheduling, and real-time workload management to maintain adequate staffing and meet member demand. Collaborate with the Member Center Director to implement strategic initiatives, process improvements, and performance enhancement plans. Review and analyze performance reports to identify trends, issues, and opportunities for improvement. Oversee training and development programs for supervisors and specialists to ensure proficiency in products, systems, and service expectations. Ensure compliance with all policies, procedures, federal and state regulations, and operational guidelines. Serve as point of escalation for complex member issues requiring higher-level decision-making. Maintain and update operational procedures in coordination with the Member Center Director. Support execution of outbound calling initiatives, sales goals, and organizational service objectives. Ensure business continuity readiness and support the CU's disaster recovery plan as required. Perform all other duties as assigned.

Qualifications:

Education and Experience Bachelor's degree or equivalent experience required. Minimum of 3-5 years of call center leadership experience, preferably in financial services. Skills and Competencies Demonstrated experience meeting performance metrics and leading teams in a dynamic service environment. Must be capable of multi-tasking and managing a large, diverse work force Strong analytical, communication, coaching, and problem‑solving skills. Ability to manage multiple priorities, work under pressure, and adapt in a fast‑paced environment. Must be willing to work a flexible schedule as needed. Benefits Health, Vision, Dental Insurance Long-term Disability Insurance Critical Illness Life Insurance 401(k) match Profit sharing PTO Flexible Spending Account Tuition Reimbursement Pet Insurance Commuter Benefit While performing the duties of this job, the employee is frequently required to sit, view information on a computer screen, and talk or hear. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Telephone conversations between the Member Center Manager and callers may be monitored or recorded for the purposes of training, coaching, feedback and quality assurance on an unannounced basis.