Contact Center Assistant Manager

4 days ago


Jacksonville, Florida, United States VyStar Credit Union Full time
Contact Center Assistant Manager Job Description

VyStar Credit Union is seeking a highly skilled Contact Center Assistant Manager to join our team. As a key member of our contact center leadership team, you will play a pivotal role in ensuring the smooth operation of our contact center, providing top-notch member service, and achieving crucial performance metrics.

Key Responsibilities:
  • Assist in managing day-to-day contact center operations, including call handling, email responses, and chat support.
  • Supervise and support contact center agents, offering coaching, feedback, and training to optimize performance.
  • Collaborate with the Contact Center Manager to develop and implement strategies for improving efficiency and service quality.
  • Monitor key performance metrics, identifying areas for improvement and implementing action plans.
  • Handle escalated customer inquiries promptly and effectively to ensure satisfaction.
Requirements:
  • 3+ years of experience in sales and/or customer service role.
  • Experience leading a team of direct reports is preferred.
  • Contact Center and/or financial institution experience preferred.
What We Offer:
  • Competitive pay and excellent benefit package.
  • Extensive paid technical and on-the-job training program.
  • Tuition reimbursement available to all full and part-time employees.

VyStar Credit Union is an equal opportunity employer and welcomes applications from diverse candidates. If you are a motivated and results-driven individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity.



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