Contact Center Assistant Manager

About the role

The Contact Center Assistant Manager works closely with the Contact Center Manager to oversee daily operations, ensure top‑notch member service, and achieve performance metrics. The role provides support and guidance to contact center agents, helps develop and implement strategies for operational efficiency and customer satisfaction, and participates in VyStar’s leadership team.

Responsibilities

• Assists in managing day‑to‑day contact center operations, including call handling, email responses, chat support.
• Supervises and supports contact center agents (10‑20 team members), offering coaching, feedback, and training to optimize performance.
• Coaches, counsels, mentors, develops, and evaluates performance for a team of specialists to achieve expert customer service levels and department goals.
• Provides continuous feedback to ensure employees meet and exceed goals.
• Collaborates with the Contact Center Manager to develop and implement strategies for improving efficiency and service quality.
• Monitors key performance metrics, identifies areas for improvement, and implements action plans.
• Handles escalated customer inquiries promptly and effectively to ensure satisfaction.
• Assists in policy development to ensure compliance and consistency in service delivery.
• Generates reports and provides updates on contact center performance to management.
• Fosters a positive work environment, promoting teamwork and employee engagement.
• Stays updated on industry trends and best practices in contact center management.
• Exercises judgment and discretion within defined limits and works with relative independence.
• Resolves member problems independently and escalates more complex concerns.
• Works cooperatively in a team environment, balancing individual, team, and business priorities.
• Performs other duties as assigned.
• Helps identify, assess, manage, and report risks within domain of work as first line of defense.

Qualifications

Education: High School Diploma or GED required; Associate degree preferred.

Experience: 3+ years in sales and/or customer service required; experience leading a team of direct reports preferred; contact center and/or financial institution experience preferred. Candidates with 3+ years experience and successful completion of an interim leadership or temporary supervisory assignment will be considered.

Skills

• Ability to process accurate transactions and requests.
• Excellent listening, verbal, and written communication skills.
• Proficient in Internet and Microsoft Office.
• Outgoing personality with a strong desire to help people.
• Professional appearance and attitude.
• Ability to handle many tasks in a fast‑paced environment.
• Strong critical thinking and decision‑making abilities.
• Willingness to work a flexible schedule that includes shift rotations with peers.
• Willingness to work from multiple contact center locations within the VyStar footprint.

Benefits

• Competitive pay.
• 401(k) Plan.
• Extensive paid technical and on‑the‑job training program.
• Tuition reimbursement available to all full‑ and part‑time employees.

Schedule

• Part‑time positions require a minimum of 30 hours per week.
• Flexible schedule with shift rotations.
• May require work at multiple contact center locations within the VyStar footprint.