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
What You Can Expect From COFCU
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.
Contact Center Manager • Alexandria, VA, US
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