Member Service Center Manager

Community Trust Bank

. Lead the daily operation of the Member Service Center .

Posted 10/31/2026full-timeCharlottesville • Virginia • United StatesMid-LevelSenior💰 $80,000 - $93,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and operational management capabilities in a contact center environment, with a focus on workforce planning, performance analysis, and member service excellence. Proven ability to coach and develop teams while implementing process improvements and optimizing service delivery.

Highest-signal resume keywords

Leadership ExperienceWorkforce PlanningPerformance ManagementOperational EfficiencyContact Center Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Workforce PlanningPerformance AnalysisStaffing StrategiesProcess ImprovementService-Level Management

Soft Skills

LeadershipCommunicationCoachingOrganizational SkillsProblem-Solving

Tools & Technologies

Five9Cloud-Based Contact Center Platform

Industry Keywords

Contact CenterFinancial InstitutionCustomer ServiceMember ServiceOperational Trends

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Lead the daily operation of the Member Service Center
Ensure appropriate staffing, service levels, and member access throughout operating hours
Oversee workforce planning, scheduling, attendance management, and staffing strategies
Provide leadership, coaching, development, and performance management for supervisors and team members
Monitor call volume, wait times, service levels, productivity, and member experience trends
Analyze performance data and develop action plans to improve service quality, efficiency, and operational results
Serve as a leadership resource for escalated member concerns and ensure timely resolution
Partner with Member Service Center leadership, Training, Human Resources, Information Technology, Compliance, and other departments
Communicate operational priorities, process changes, and organizational initiatives
Identify opportunities for process improvement, workforce optimization, and enhanced member service delivery
Keep leadership informed of operational trends, staffing needs, service challenges, and improvement opportunities

Requirements

What you’ll need

Three to five years of progressively responsible leadership experience in a contact center, financial institution, customer service operation, or member service environment
Bachelor's degree in Business, Finance, Communications, or a related field, or an equivalent combination of education and experience
Strong leadership, communication, coaching, organizational, analytical, and problem-solving skills
Demonstrated experience leading teams, managing employee performance, coaching staff, and achieving operational goals
Experience with workforce planning, scheduling, staffing analysis, and contact center performance management
Ability to analyze operational data and performance trends and translate findings into effective staffing and service strategies
Ability to effectively manage competing priorities while maintaining a focus on employee development, operational efficiency, and member service excellence
Experience with Five9 or a comparable cloud-based contact center platform preferred
Credit union, banking, or other financial services experience preferred
Experience with workforce management practices, service-level management, contact center reporting, and process improvement initiatives preferred
Regular onsite attendance Tuesday through Thursday, with additional onsite presence required for training, operational needs, or technology-related support

Benefits

Comp & perks

Health insurance
Dental insurance
Vision insurance
Up to a 7% employer 401(k) contribution after the first year of employment
Life Insurance
Long-Term Disability
Health & Wellness Spending Account
Tuition Reimbursement
Employee Loan Discounts
Paid Time Off, starting with 16 days accrual at full time annually
13 company paid holidays
Family Forming Leave
Volunteer Time Off
Hybrid work arrangement