Manager, Call Center Optimization
American Eagle Financial Credit Union
Date: 14 hours ago
City: East Hartford, CT
Contract type: Full time
The Opportunity
As the Manager, Call Center Optimization, you will play a pivotal role in shaping the future of our Member Sales and Service Center. This isn’t a traditional call center role, it’s about creating smarter strategies, uncovering insights, and helping transform the way we connect with members. You’ll dig into data, forecast trends, and model scenarios that guide leadership decisions, ensuring we’re not just keeping up but staying ahead. From engagement to driving innovative channel strategies, your work will directly influence how we serve our members today and tomorrow.
Location – American Eagle Financial Center/Hybrid
You Are
Analytical & Insight Driven
You don’t just see numbers, you identify patterns, opportunities, and stories in the data that drive smarter decisions
A Strategic Thinker
You connect the dots between member needs, operational goals, and innovative solutions to shape the bigger picture
A Change Influencer
You know how to bring people along, turning recommendations into action by building buy-in and aligning key stakeholders
An Innovative Problem Solver
You embrace challenges with curiosity, designing creative ways to improve performance and member experiences
We Are
A purpose-driven organization with a proud legacy. Guided by our mission to enrich lives and create a world where financial freedom is a reality, we lead with heart, show up authentically, and seek to uplift our members, communities, and each other. Our culture is our power, it fuels innovation, amplifies impact, and sets us apart as we grow together and reach new heights.
Key Responsibilities
This role requires a strong proficiency in leading or influencing transformative initiatives within service based or member facing environments and the ability to provide mentorship, guidance and training to other team members. This level of expertise will generally be attained with a minimum of five years of progressive experience in a strategic planning, process improvement, or business analytics role and a Bachelor’s degree in operations management, business administration or a related field. Priority will be place upon the demonstration of the ability to meet qualifications without an absolute focus on duration of experience, in recognition that the attainment of such qualifications may be obtained at different paces by different individuals. Experience with call center systems, telephony platforms, CRM tools, or workforce management software strongly preferred.
Opportunities for Growth
At AEFCU, your growth matters. We invest in your development with opportunities like individual development plans, educational reimbursement, job shadowing across departments, and hands-on leadership practice through specialized trainings. Whether you’re building new skills or exploring new paths, you’ll be supported every step of the way, because when you grow, we all rise together.
AEFCU is an Equal Opportunity Employer Veterans/Disabled
As the Manager, Call Center Optimization, you will play a pivotal role in shaping the future of our Member Sales and Service Center. This isn’t a traditional call center role, it’s about creating smarter strategies, uncovering insights, and helping transform the way we connect with members. You’ll dig into data, forecast trends, and model scenarios that guide leadership decisions, ensuring we’re not just keeping up but staying ahead. From engagement to driving innovative channel strategies, your work will directly influence how we serve our members today and tomorrow.
Location – American Eagle Financial Center/Hybrid
You Are
Analytical & Insight Driven
You don’t just see numbers, you identify patterns, opportunities, and stories in the data that drive smarter decisions
A Strategic Thinker
You connect the dots between member needs, operational goals, and innovative solutions to shape the bigger picture
A Change Influencer
You know how to bring people along, turning recommendations into action by building buy-in and aligning key stakeholders
An Innovative Problem Solver
You embrace challenges with curiosity, designing creative ways to improve performance and member experiences
We Are
A purpose-driven organization with a proud legacy. Guided by our mission to enrich lives and create a world where financial freedom is a reality, we lead with heart, show up authentically, and seek to uplift our members, communities, and each other. Our culture is our power, it fuels innovation, amplifies impact, and sets us apart as we grow together and reach new heights.
Key Responsibilities
- Strategic Forecasting & Channel Planning
- Model potential impact of future-state initiatives (outbound calling, sales targets, digital channel expansion).
- Conduct scenario analysis to assess risks, opportunities, and trade-offs related to channel design and performance.
- Models and forecasts channel performance to support leadership decision-making.
- Collaborate with retail leadership to align MSSC strategy with credit union growth and service goals.
- Performance Analytics & Business Insights
- Build and maintain dashboards, scorecards, and KPIs (service levels, call drivers, agent productivity, conversion metrics).
- Translate data into actionable recommendations.
- Identify key performance trends and root causes of inefficiencies, escalations, or service friction.
- Support proactive service and sales culture.
- Call Center Design & Innovation
- Plan and evaluate future-state initiatives (outbound programs, sales enablement, member journey redesigns).
- Assess emerging technologies and recommend digital tools or AI-powered enhancements that improve service speed, personalization, and efficiency.
- Redesign workflows, and knowledge systems to support transformation.
- Supports enterprise projects with analysis and design.
- Identification and elimination of bottlenecks through process analysis and workflow optimization.
- Cross-Functional Collaboration & Change Support
- Partner with business lines to ensure alignment of MSSC strategies with organizational initiatives.
- Participate in strategic planning meetings, vendor evaluations, and implementation efforts for new systems or contact strategies.
- Support business case development for enhancements, pilots, or structural changes within the call center.
- Champion a culture of continuous improvement.
This role requires a strong proficiency in leading or influencing transformative initiatives within service based or member facing environments and the ability to provide mentorship, guidance and training to other team members. This level of expertise will generally be attained with a minimum of five years of progressive experience in a strategic planning, process improvement, or business analytics role and a Bachelor’s degree in operations management, business administration or a related field. Priority will be place upon the demonstration of the ability to meet qualifications without an absolute focus on duration of experience, in recognition that the attainment of such qualifications may be obtained at different paces by different individuals. Experience with call center systems, telephony platforms, CRM tools, or workforce management software strongly preferred.
Opportunities for Growth
At AEFCU, your growth matters. We invest in your development with opportunities like individual development plans, educational reimbursement, job shadowing across departments, and hands-on leadership practice through specialized trainings. Whether you’re building new skills or exploring new paths, you’ll be supported every step of the way, because when you grow, we all rise together.
AEFCU is an Equal Opportunity Employer Veterans/Disabled
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