Contact Center Operations Support Manager

Job Locations US-TX-Allen | US-NV-Las Vegas
Req No.
Call/Contact Center
Regular Full-Time


UNIFY Financial Credit Union is one of the nation’s largest 100 credit unions with a reputation for being financially sound and growth-oriented. We’re expanding rapidly to meet the needs of a growing member base.

At UNIFY, our team members work together to strive toward a common goal, “providing superior service to our members.” In doing so, we promote a culture where your ideas matter, your growth matters, and you matter. We encourage all team members to challenge and encourage themselves and their teammates to work smarter and to be more successful.

Location: Las Vegas, NV or Allen, TX 



The Operations Support Manager is responsible for leading the workforce management, reporting and training functions within the Contact Center, which is comprised of phone, email and chat channels. Analyzes and forecasts interaction volumes, identifies relevant customer and business trends, determines staff requirements, develops schedules, and monitors real-time performance to optimize front-line team member productivity and engagement and enhance the member experience. Creates and maintains capacity plan and ensures hiring plan is in place to maintain appropriate staffing levels. Creates and ensures timely delivery of dashboards and reports from multiple systems used to support Contact Center operations. Ensures that proper processes and procedures are in place and documented for Contact Center staff, and that team members are appropriately trained. The Manager will also develop forward looking department strategies to improve performance, and will manage and evaluate related systems and third party vendors associated with Contact Center operations.

Specific Duties and Responsibilities:

  • Develops and executes strategies that support business objectives and deliver an exceptional member experience
  • Develops and maintains key performance indicators, statistical modeling, cost optimization analysis, dashboards and reporting to measure operating standards and facilitate effective decisions
  • Responsible for leading and implementing various programs, projects, and initiatives; heavily involved in any process that involves customer contact, including new/enhanced Contact Center technologies
  • Proactively identifies and oversees continuous improvement opportunities, gains in efficiency and reduced costs in Contact Center operations through in-depth analysis
  • Provides regular communication to business leaders and Contact Center management in order to create full understanding of and alignment with operational plans and strategic objectives
  • Prepares and/or oversees creation of annual, monthly and daily staffing forecasts for multi-site contact center
  • Oversees optimization of IVR and skill based routing
  • Oversees the development of hiring plans
  • Minimizes downtime through partnership with Information Technology support teams and compliance with established support and escalation procedures
  • Develops and executes business continuity plans
  • Performs managerial responsibilities, including, but not limited to: making employment decisions regarding hiring, promoting, demoting, and terminating; conducting performance appraisals; and coaching and developing team members
  • Ensures that the contact center team members receive appropriate training
  • Stays current on emerging service center technology, telephony and operating trends
  • Travels to support Credit Union initiatives as needed
  • Performs other duties as assigned











The Requirements: 



  • In-depth understanding of contact center workforce management principles, methodologies, and technology
  • 5+ years of contact center experience, including workforce management and reporting/analytics
  • 3+ years leadership experience in a contact center, preferably within a credit union or financial services
  • Bachelor’s Degree in computer science, statistics, mathematics, finance, business, accounting or related field. Equivalent work experience may be substituted for educational requirements.
  • Requires advanced analytical skills, solid mathematics and problem solving background
  • Proficiency in Microsoft Excel, Word, PowerPoint, Access, Visio, and Windows operating systems
  • Detail oriented, highly organized, and able to work in a fast-paced environment with multiple simultaneous priorities.
  • Demonstrated strong project management skills
  • Ability to challenge the status quo
  • Flexible, easily adapts to frequent change
  • Able to collaborate with and manage multiple teams in different geographic locations
  • Demonstrated strong verbal, written, and presentations skills
  • Proactive working style with the ability to work with minimal supervision
  • Proven ability to meet deadlines with accuracy
  • Demonstrated ability to quickly learn new systems and processes with strong documentation skills


The Opportunity:


At UNIFY, we believe that each team member is a valued contributor. Through a teamwork approach, we strive to provide a positive and rewarding workplace that helps our team succeed. UNIFY provides a work environment which promotes learning, growth, and the opportunity for team members to challenge themselves. We work together for a common goal, "to provide superior service to our members."


See the UNIFY Difference!


At UNIFY, we believe that each team member is a valued contributor. Through a teamwork approach, we strive to provide a positive and rewarding workplace that helps our team succeed. UNIFY provides a work environment which promotes learning, growth, and the opportunity for team members to challenge themselves.


Competitive Compensation and Excellent Benefits Package* Includes:

Medical (PPO/HMO), Prescription, Dental (PPO/DMO), Vision, Life, and Short- and Long-Term Disability Insurance
Dependent and Medical Care - Flexible Spending Accounts
Vacation, Sick, Personal and Holiday Pay
401(K) Plan with employer match
Education reimbursement for approved programs
UNIFY banking privileges for you and your family

*All programs subject to review and change


UNIFY is proud to be a drug-free, equal-opportunity employer. For more information on UNIFY, visit us at



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