The Contact Center Assistant Manager supports the daily leadership, coaching, and operational effectiveness of the Contact Center. This role assists in overseeing phone operations, chat, secure messaging, and virtual service interactions. The Assistant Manager ensures consistent service delivery, supports first-level technology troubleshooting, provides escalated member assistance, and fosters a collaborative, service-focused team environment.
The Assistant Manager serves as a working leader—supporting staff on the floor, assisting with scheduling and workflow coordination, performing quality reviews, and stepping into representative, specialist, or lead duties during peak periods. This role collaborates and supports the Manager when Contact Center processes intersect with broader Retail Delivery operations.
Hours: Monday - Friday 9 AM - 6 PM with 2/3 Saturdays a month
Duties and Responsibilities (Essential Functions):
Operational & Technology Support
- Support daily operational needs of the Contact Center across phone, chat, secure messaging, and virtual service channels.
- Provide first-response troubleshooting for telephony systems, softphones, call routing issues, system access, and essential applications used by Contact Center staff.
- Assist in implementing new procedures, system upgrades, scripting changes, and communication updates.
- Perform Contact Center Representative, Specialist, and Lead duties during high-volume or coverage needs.
- Maintain accurate procedure documentation and contribute to workflow improvements.
- Monitor real-time dashboards and queues to ensure service-level adherence and adequate coverage.
Workforce Planning, Leadership & Staff Development
- Provide daily coaching, observation, quality feedback, and mentoring to Contact Center team members.
- Participate in interviewing, selecting, and onboarding new Contact Center staff.
- Assist with scheduling, coverage management, attendance review, and workload distribution.
- Support training, cross-training, and ongoing development to strengthen team competency.
- Reinforce policy compliance, service standards, and accountability expectations.
- Help maintain a positive, member-focused culture with strong teamwork and communication.
Quality Assurance, Member Experience & Escalation Support
- Conduct call monitoring and quality assessments for phone, chat, and secure messaging interactions.
- Provide timely coaching and feedback based on quality findings.
- Assist in resolving escalated or complex member concerns with professionalism and empathy.
- Monitor member feedback and identify improvement opportunities in service or communication.
- Encourage consistent, high-quality service across all digital and live channels.
Sales, Service & Departmental Initiatives
- Support digital adoption, product awareness, and service initiatives that enhance member engagement.
- Assist with the rollout of communication updates, service improvements, and operational projects.
- Provide input on new technologies, process enhancements, or tools that may benefit members or staff.
Professional Development
- Participate in ongoing leadership, compliance, and technology training.
- Maintain awareness of industry and Contact Center best practices.
- Take ownership of personal development by participating in ongoing training, seeking feedback, and building knowledge and skills relevant to role, department, compliance, and credit union’s mission.
Additional Requirements:
- Strong, empathetic communication skills with the ability to remain calm, supportive, and professional during challenging interactions.
- Working knowledge of retail banking processes (account opening, authentication, digital banking tools, payments, deposits, etc.).
- Ability to troubleshoot basic telephone, software, and system-access issues.
- Proficient with Microsoft Office Suite and able to quickly learn new systems.
- Demonstrated ability to coach, mentor, and develop employees.
- Strong problem-solving, decision-making, and prioritization skills.
- Ability to balance member needs, service expectations, and policy compliance.
- Commitment to confidentiality, accuracy, and adherence to regulatory standards.
- Ability to communicate, verbally and in writing, in a professional manner when dealing with employees, members, vendors and company contacts.
- Ability to follow the core values of honesty, integrity, mutual respect, pride and ownership.