Assistant Manager Contact Center

Vistech•West Lafayette, IN

About The Position

The Contact Center Assistant Manager supports the daily leadership, coaching, and operational effectiveness of the Contact Center. The role assists in overseeing phone operations, chat, secure messaging, and virtual service interactions; supports consistent service delivery and first-level technology troubleshooting; provides escalated member assistance; and fosters a collaborative, service-focused team environment. This is a working-leader role that supports staff on the floor, assists with scheduling and workflow coordination, performs quality reviews, and steps into representative, specialist, or lead duties during peak periods. The Assistant Manager collaborates with and supports the Manager when Contact Center processes intersect with broader Retail Delivery operations. The work schedule is Monday through Friday, 9 AM to 6 PM, with two or three Saturdays per month. Responsibilities include operational and technology support; workforce planning, leadership, and staff development; quality assurance, member experience, and escalation support; sales, service, and departmental initiatives; and ongoing professional development.

Requirements

Strong, empathetic communication skills and the ability to remain calm, supportive, and professional during challenging interactions.
Working knowledge of retail banking processes, including account opening, authentication, digital banking tools, payments, and deposits.
Ability to troubleshoot basic telephone, software, and system-access issues.
Proficiency with Microsoft Office Suite and ability 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 professionally, verbally and in writing, with employees, members, vendors, and company contacts.
Ability to follow the core values of honesty, integrity, mutual respect, pride, and ownership.

Responsibilities

Support daily Contact Center operations across phone, chat, secure messaging, and virtual service channels.
Provide first-response troubleshooting for telephony systems, softphones, call routing, system access, and essential staff applications.
Assist with implementing procedures, system upgrades, scripting changes, and communication updates.
Perform Contact Center Representative, Specialist, and Lead duties during high-volume periods or when coverage is needed.
Maintain procedure documentation and contribute to workflow improvements.
Monitor real-time dashboards and queues to support service-level adherence and adequate coverage.
Coach, observe, assess quality, provide feedback, and mentor Contact Center team members.
Participate in interviewing, selecting, and onboarding Contact Center staff.
Assist with scheduling, coverage management, attendance review, and workload distribution.
Support training, cross-training, and ongoing employee development.
Reinforce policy compliance, service standards, and accountability expectations.
Help maintain a positive, member-focused culture through teamwork and communication.
Conduct quality monitoring and assessments of phone, chat, and secure messaging interactions.
Assist in resolving escalated or complex member concerns professionally and empathetically.
Monitor member feedback and identify opportunities to improve service and communication.
Encourage consistent, high-quality service across digital and live channels.
Support digital adoption, product awareness, and service initiatives that enhance member engagement.
Assist with communication updates, service improvements, and operational project rollouts.
Provide input on technologies, process enhancements, and tools that may benefit members or staff.
Participate in ongoing leadership, compliance, and technology training and stay aware of industry and Contact Center best practices.
Take ownership of personal development by seeking feedback and building knowledge and skills relevant to the role, department, compliance, and the credit union’s mission.