Assistant Communication Center Manager

SPECTRA CREDIT UNION • Alexandria, VA

83d • $63,000 - $75,000 • Onsite

About The Position

The Assistant Communication Center Manager supports the daily operations of the Communication Center, helping to enhance member satisfaction, service quality, operational efficiency, and employee engagement. The ideal candidate is a collaborative and member-focused leader who excels at coaching employees, improving performance, and fostering a culture of service excellence across all communication channels.

Requirements

• Associate degree or completion of a specialized course of study at a business or trade school required. Equivalent relevant work experience may be considered.
• Two to five years of related experience in leadership, supervision, call center operations, member service, contact center operations, or a financial institution environment.
• Demonstrated leadership, coaching, and employee development experience.
• Knowledge of contact center operations, workforce management, quality assurance, and service metrics.
• Strong analytical, decision-making, and problem-solving skills.
• Excellent verbal and written communication skills.
• Proficiency with contact center systems, CRM platforms, workforce management tools, and Microsoft Office applications.

Nice To Haves

• Contact center, customer service, or supervisory certifications preferred.

Responsibilities

• Direct, develop, coach, and motivate Communication Center team members.
• Provide ongoing feedback, performance coaching, and development opportunities.
• Assist with onboarding, training, and employee development initiatives.
• Conduct team meetings to communicate service goals, operational updates, and departmental initiatives.
• Monitor employee performance metrics and coach staff to improve member experience, productivity, and service quality.
• Assist in resolving member escalations and employee concerns.
• Support the planning and execution of initiatives that align with strategic and departmental goals.
• Monitor call quality, service standards, and performance metrics to ensure exceptional member service.
• Foster a culture of member-centric service excellence and continuous improvement.
• Support efforts to strengthen member relationships and promote products and services that meet member needs.
• Monitor daily Communication Center operations, including service levels, call volumes, response times, and productivity goals.
• Assist with workforce management activities, including scheduling, forecasting, staffing adjustments, and queue management.
• Analyze operational reports and performance metrics to identify trends and improvement opportunities.
• Ensure compliance with departmental procedures, service standards, and regulatory requirements.
• Support the implementation of new products, services, technologies, and operational processes.
• Maintain compliance with applicable laws and regulations, including but not limited to the Bank Secrecy Act, USA PATRIOT Act, and Office of Foreign Assets Control requirements.

Benefits

• As the Assistant Communication Center Manager, you'll play a key role in developing talent, enhancing the member experience, and driving operational excellence while helping your team achieve success.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree