Assistant Manager, Contact Center

ADP, Inc.; Bridgeport (WV); On-site; USD 67,000 - 84,000; Full time

Benefits offered by this job

Voluntary Life Insurance

Flexible Spending Accounts

12 Paid Holidays

Paid Time Off (PTO)

Medical / Dental / Vision Insurance

Annual Corporate Bonus

6% Employer Match Retirement

Job summary

Justice Federal Credit Union in Bridgeport, WV is seeking an Assistant Manager, Contact Center to support the Contact Center Manager in day-to-day operations and enhance Member and employee experiences. The role oversees coaching, training, and performance management for the team, and analyzes KPIs to inform leadership decisions.

As a full-time management position, it emphasizes quality service, supervision of scheduling and queue management, and adherence to procedures.

Qualifications

• Five to eight years of similar or related experience.
• A bachelor’s degree, or achievement of formal certifications recognized in the industry as equivalent to a bachelor’s degree.
• Minimum of three years supervisory experience.
• Must be able to push, pull, or lift up to 50 lbs., and extended periods of sitting/standing; able to use PC, copier, scanner, fax, etc.

Responsibilities

• Leads and manages staff, including coaching, training, professional development and performance management.
• Tracks, analyzes, and formulates actionable insights on the Contact Center’s KPIs; delivers concise synopses with recommendations to management.
• Supervises workforce management including scheduling and queue management to maintain efficiency and enhance experiences.
• Reviews CSR communications to ensure compliance with procedures and quality control guidelines.

Skills

Leadership

Coaching

Training

Performance management

Data analysis

Communication

Education

Bachelor's degree or equivalent certifications

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Management Bridgeport, WV, US

Salary Range: $67,156.36 To $83,945.46 Annually

We are seeking experienced, detail‑driven professionals with a strong commitment to providing excellent Member service to join our team as the Assistant Manager, Contact Center.

This role is responsible for assisting the Contact Center Manager with the day-to-day management of the Contact Center and overseeing all aspects of both Member and employee experiences. This includes but is not limited to coaching and training staff, ensuring consistent excellent Member Service and identifying development opportunities within the department.

Justice Federal Credit Union has been recognized as a Best Credit Union to Work For five years running—and is also named as one of the Best Places to Work for Women in 2025; and one of America’s Best Workplaces, as well as one of Virginia’s Best Places to Work in 2026.

Key Job Functions:

• Leads and manages staff, including coaching, training, professional development and performance management.
• Tracks, analyzes, and formulates actionable insights on the Contact Center’s key performance indicators. Proactively delivers concise synopses with recommendations to management in a turnkey format.
• Supervises workforce management including scheduling and queue management, to maintain operational efficiency and enhance both employee and member experiences.
• Reviews and evaluates CSR’s Member-related communications to ensure compliance with Contact Center procedures and quality control guidelines.

Required Skills and Experience:

• Five to eight years of similar or related experience.
• A bachelor’s degree, or achievement of formal certifications recognized in the industry as equivalent to a bachelor’s degree.
• Minimum of three years supervisory experience.
• Must be able to push, pull, or lift up to 50 lbs., as needed, and requires extended periods of sitting and/or standing and to be able to use PC, copier, scanner, fax, etc.

Employee Benefits Include:

• Voluntary Life Insurance
• 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 does not provide Visa sponsorship to employees or candidates.

Compensation ranges are based on market data that enables Justice Federal Credit Union to remain competitive with other credit unions of similar asset size.

Submitted applications for this position are kept on file while this position is open. Candidates wishing to be considered for other vacancies must submit a separate application for each vacancy for which they would like to be considered.

Employment offers are extended within the compensation range of the position; and are commensurate with candidate experience, knowledge, and geographic location.

Disclaimer: Justice Federal reserves the right to fill this role at a higher/lower grade level based on candidate experience and/or business need.

Equal Opportunity/Affirmative Action employer. This company considers candidates regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.