Assistant Manager, Contact Center Lead

7 days ago


Bridgeport, West Virginia, United States Justice Federal Credit Union Full time
Job Overview

Justice Federal Credit Union is seeking an experienced professional to fill the role of Assistant Manager, Contact Center. This position is responsible for assisting the Contact Center Manager with the day-to-day management of the Contact Center, overseeing all aspects of both Member and employee experiences.

Key Responsibilities
  • Lead and manage staff, including coaching, training, professional development, and performance management.
  • Track, analyze, and formulate actionable insights on the Contact Center's key performance indicators.
  • Supervise workforce management in the Contact Center, including scheduling and queue management, to maintain operational efficiency and enhance both employee and Member experiences.
  • Review and evaluate CSR's Member-related communications to ensure compliance with Contact Center procedures and quality control guidelines.
Requirements
  • A bachelor's degree or equivalent experience.
  • Five to eight years of recent and relevant experience.
  • Minimum of three years supervisory experience.
Benefits
  • Voluntary Life Insurance
  • Supplemental Health Plans
  • 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
  • And more

Justice Federal Credit Union is an Equal Opportunity/Affirmative Action employer. We consider candidates regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.



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