Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 22 days ago

Manager, Contact Center

Travis Credit Union18 open roles

Pay
$98,230 – $121,347 a year
Where
Vacaville, CA, United States
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowManager, Contact CenterTravis Credit Union · Vacaville, CA, United States

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Travis Credit Union's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

7.8% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 1.7%1 day
  2. 3.5%3 days
  3. 7.8%7 days
  4. 14.6%14 days
  5. 34.1%30 days
This job: posted 22 days ago

The posting

Schedule: M-Sat, 40 hours/week, Day off TBD

Candidates must live within a reasonable commuting distance of the communities served by Travis Credit Union, which include the following counties: Alameda, Colusa, Contra Costa, Merced, Napa, Placer, Sacramento, San Joaquin, Solano, Sonoma, Stanislaus, and Yolo.

We are unable to sponsor or assume sponsorship of employment visas for this position. Candidates must have current authorization to work in the U.S. (no sponsorship available).

Summary: Contact Center Management exists to lead and optimize contact center operations to deliver consistent, high-quality member experiences across all service channels. This job family is responsible for achieving operational performance goals through effective leadership, workforce alignment, and data-driven decision making. It ensures the development of high-performing teams and leaders through structured coaching, accountability, and talent management practices.

The function drives continuous improvement by identifying trends, resolving root causes, and implementing scalable solutions that enhance efficiency and member satisfaction. Contact Center Management also aligns daily operations with broader organizational strategy by leveraging analytics and cross-functional collaboration. Ultimately, this role exists to balance member experience excellence with operational effectiveness and long-term business success.

Profile:

  • Leads, trains, evaluates, coaches, professionally develops and motivates staff to attain department goals. Sets and monitors performance goals. Promotes a work environment that encourages involvement, initiative and teamwork. Builds career development paths for assigned staff.
  • Oversees and directs daily and strategic operations of the contact center, ensuring alignment to performance goals and member experience standards.
  • Drives a culture of high performance, accountability, and continuous improvement, fostering an inclusive and psychologically safe environment that supports engagement and consistent performance in a high-volume setting.
  • Leads organizational planning, including workforce optimization, operating model design, and scalability planning.
  • Utilizes data, performance insights, and employee feedback to identify trends, determine root causes, and implement targeted action plans that improve both employee engagement and operational outcomes.
  • Establishes and enforces consistent coaching, development, and performance management practices, strengthening leader effectiveness and building internal talent pipelines that support career progression and mobility.
  • Drives process improvements and operational efficiencies through data-informed, ROI-based decision making while acting as the voice of the member to influence cross-functional enhancements.
  • Leads teams through change and ambiguity, maintaining focus, performance, and engagement during periods of transformation.
  • Ensures compliance with all regulatory and organizational requirements and builds strong cross-functional partnerships to improve end-to-end member journeys.

Not all functions/tasks are listed above; however, those listed are considered essential.

Skills:

  • Proven leadership ability to develop high-performing teams and leaders.
  • Strong analytical and problem-solving skills with the ability to interpret large data sets and translate findings into actionable insights.
  • Advanced knowledge of contact center KPIs (SLA, ASA, AHT, FCR, TPH, Quality, etc.) and operational drivers.
  • Ability to deliver effective coaching using performance data and behavioral insights.
  • Strong communication and presentation skills, including the ability to influence stakeholders and present to leadership.
  • Ability to lead in a fast-paced, multi-channel environment with competing priorities.
  • Strategic thinking and execution capability.
  • Ability to proactively identify risks, gaps, and opportunities and implement solutions.
  • Strong collaboration and relationship-building skills across cross-functional teams.

Reporting and Experience:

  • Reports directly to assigned department leadership.
  • Direct supervisory responsibilities for 5–7 Contact Center Supervisors; overall responsibility for Contact Center staff.
  • BA/BS in business, finance or related field; or equivalent related work experience.
  • Minimum 5 years in supervisory or leadership role.
  • Minimum 7 years of contact center experience.
  • Proven success leading leaders and delivering performance improvements.
  • Strong analytical, strategic thinking, and decision-making skills.
  • Experience managing large-scale operations and cross-functional initiatives.
  • Bilingual in Spanish and English preferred, but not required.

Working Conditions: Work is generally performed within an office environment, with standard office equipment available and usually sedentary in nature. May require attending meetings and events during evenings and/or weekends.

Understands the requirements of the Bank Secrecy Act and ensures compliance through monitoring and reporting of member activity as appropriate.

Compensation: is commensurate with experience.

  • Grade 17: $98,230.08/annually - $121,347.20/annually

Our compensation philosophy considers various factors, including the scope and responsibilities of the position, as well as a candidate’s experience, education/training, and key skills.

Benefits:

At Travis Credit Union, we prioritize the well‑being of our employees and their families by providing a comprehensive Total Rewards program that supports their health, welfare, and financial security. In turn, this enables our employees to focus on delivering exceptional service to our members and meeting the goals of the credit union.

Eligible employees enjoy a robust benefits package, which includes:

  • Competitive medical, dental, and vision insurance
  • Mental health and wellness programs
  • Employee performance incentive plan
  • Merit-based salary increases
  • 401(k) program with immediately vested employer match
  • Generous holiday and vacation policies
  • Exclusive TCU perks such as employee loan and credit card discounts

Travis Credit Union is an Affirmative Action Employer. EOE / Individuals with Disabilities / Veteran Status

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against Travis Credit Union's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Travis Credit Union's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Travis Credit Union's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.