Assistant Manager, Contact Center

Justice Federal Credit Union • Bridgeport, WV

7d • $67,156 - $83,945 • Onsite

About The Position

This role is responsible for assisting the Contact Center Manager with the day-to-day management of the Contact Center and overseeing all aspects of both Member and employee experiences. This includes but is not limited to coaching and training staff, ensuring consistent excellent Member Service and identifying development opportunities within the department.

Requirements

• Five to eight years of similar or related experience.
• A bachelor’s degree, or achievement of formal certifications recognized in the industry as equivalent to a bachelor’s degree.
• Minimum of three years supervisory experience.
• Must be able to push, pull, or lift up to 50 lbs., as needed, and requires extended periods of sitting and/or standing and to be able to use PC, copier, scanner, fax, etc.

Responsibilities

• Leads and manages staff, including coaching, training, professional development and performance management.
• Tracks, analyzes, and formulates actionable insights on the Contact Center’s key performance indicators. Proactively delivers concise synopses with recommendations to management in a turnkey format.
• Supervises workforce management including scheduling and queue management, to maintain operational efficiency and enhance both employee and member experiences.
• Reviews and evaluates CSR’s Member-related communications to ensure compliance with Contact Center procedures and quality control guidelines.

Benefits

• Voluntary Life Insurance
• Volunteer Time Off (VTO)
• Flexible Spending Accounts
• 12 Paid Holidays (includes Birthday)
• Generous Paid Time Off Policy (PTO)
• Medical (with HRA) / Dental / Vision Insurance
• Annual Corporate Bonus (based on organizational goals)
• Retirement Savings Plans with 6% Employer Match (fully vested on day one)
• Company-Paid Benefits Including Basic Life Insurance, Disability Insurance, and Financial Wellness

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level