Assistant Call Center Manager

TEKsystems • Troy, NY

1d • Onsite

About The Position

The Assistant Call Center Manager supports the Manager in leading a small, high-impact Member Contact Center (MCC) and Electronic Services (ES) team. This role focuses on operational excellence, service quality, and sales performance across phone and digital channels. The ideal candidate brings strong call center leadership experience, comfort in high-stress environments, and the ability to coach teams toward results. This role is well-suited for a leader who can drive change, balance service and sales, and cultivate a high-performing, member-focused culture.

Requirements

• 2–5 years of experience in a contact center, financial services, or comparable customer-focused environment
• High school diploma or GED required
• Experience supervising, coaching, or leading others (formal or informal leadership)
• Proven call center operational knowledge (financial services experience is a plus, but not required)
• Background in relationship-based service and sales, not purely transactional support
• Ability to manage longer, in-depth customer conversations
• Experience in high-stress, high-impact environments (e.g., automotive, manufacturing, dealership, warranty, loan servicing)
• Strong coaching, leadership, and motivational skills
• Ability to multitask and prioritize in a fast-paced environment
• Strong verbal and written communication across phone, email, and digital platforms
• Comfortable analyzing performance metrics and financial information
• Proficient in Microsoft Word, Excel, Outlook, and PowerPoint
• Ability to obtain and maintain NMLS registration
• Ability to obtain and maintain notary designation
• Ability to be bonded

Nice To Haves

• Previous people management experience with a focus on growth and sales performance
• Strong balance of service excellence and sales leadership
• Experience in consultative or relationship-based sales environments
• Background in auto, lending, or similar industries combining sales volume and service complexity

Responsibilities

• Lead and support an 8–10 person Member Contact Center and Electronic Services team
• Coach team members in real time to improve service quality, consistency, and sales performance
• Monitor calls and digital interactions and provide ongoing, actionable feedback
• Address complex and escalated member situations with professionalism and care
• Foster teamwork, accountability, and strong internal communication
• Support member interactions across multiple channels, including phone, chat, email, text, video (IVT/VTM), and online applications
• Ensure a consultative, relationship-based service approach that identifies member needs and recommends appropriate products
• Coach and hold team accountable to loan and product sales goals
• Support application completion over the phone and appropriate upsell/cross-sell efforts
• Emphasize quality of interaction over call volume
• Manage a high-volume inbound environment averaging: Approximately 5,000 calls per month, 25–30 calls per team member per day
• Partner with the Manager on daily operations, staffing, scheduling, and performance management
• Review service and sales metrics; support reporting and performance tracking
• Identify trends and opportunities to improve processes, tools, and service delivery
• Assist with cross-training, loan, and member service activities
• Ensure adherence to policies, procedures, and regulatory requirements including BSA, Patriot Act, and OFAC
• Handle confidential and sensitive information with discretion and professionalism

Benefits

• Competitive Base Compensation: Competitive salary with eligibility for performance-based incentives.
• Paid Time Off: PTO available to support work-life balance, in addition to 13 paid company holidays per year.
• Wellness & Volunteer Time: Additional time off to support employee wellness and community involvement.
• Health Insurance Coverage: Multiple low deductible medical plan options, as well as dental and vision coverage.
• Employer-Paid Coverage: Company-paid life insurance and short- and long-term disability coverage.
• Flexible Spending Accounts (FSA): Options for both medical and dependent care FSAs.
• Education Assistance: Tuition reimbursement and student loan repayment support to help advance your education and career.
• Retirement Benefits: 401(k) plan with up to 4% company match, plus an additional 4% profit-sharing contribution.
• Employee Assistance Program (EAP): Confidential support services for personal and professional challenges

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees