Assistant Manager Contact Center

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.
• Aid 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.
• Aid in scheduling, coverage management, attendance review, and workload distribution.
• Support training, cross-training, and ongoing development to strengthen team competency.
• 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.
• Aid 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.
• Aid in 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.