Contact Center Manager

Job overview

The Contact Center Manager is an onsite, full-time role in Lakewood, WA. The base salary range is $81,872.71–$122,809.07 per year. The manager leads Harborstone Credit Union’s Contact Center, supporting member service and financial empowerment. The role oversees daily operations, staffing, call flow, and service levels while coaching and developing teammates. It contributes to member satisfaction and operational performance through empathetic service, accurate financial guidance, and consistent referral, activation, and satisfaction results.

What you'll do

• Lead daily Contact Center operations to maintain service levels, stable call flow, optimized staffing, and operational consistency
• coach and develop teammates through one-on-ones, feedback, skill-building, performance management, and recognition
• promote empathetic service, accurate guidance, and referral and sales performance
• use contests, incentives, and team motivation strategies to support engagement and performance.

What we're looking for

Skills & competencies

contact center manager

$81,872.71–$122,809.07/year

lakewood wa

harborstone credit union

full-time

contact center operations

call flow

staffing optimization

team coaching

member satisfaction

financial guidance

credit union

Work arrangement

• Weekend coverage required

Benefits & perks

• 401(k) with employer match
• medical, dental, and vision coverage
• employer contribution toward dependent medical premiums
• paid time off and holidays
• professional development
• discounted employee financial products
• employee recognition programs.

Why this role

Salary placement depends on experience and qualifications and is expected not to exceed the midpoint initially, to support internal equity, development, and future increases.

About the employer

Harborstone Credit Union is hiring for this role. Industry: Credit Unions. Sector: 52.