Assistant Manager, Contact Center

Municipal Credit Union; New York (NY); On-site; USD 62,000 - 79,000; Full time

Job summary

An established industry player is seeking an Assistant Manager for their Contact Center to lead a high-performing team dedicated to providing exceptional service. This role involves coaching, training, and overseeing a group of representatives to ensure they meet key performance indicators and deliver a premier member experience. The ideal candidate will thrive in a fast-paced environment, demonstrating strong leadership and problem-solving skills. With a commitment to integrity and teamwork, this organization fosters a culture where every employee can contribute to success and growth. Join a team that values your input and offers competitive compensation and benefits.

Benefits

Medical and Dental Benefits

401K with Employer Match

Flexible Paid Time Off

Qualifications

• 3-5 years of call center experience required.
• Previous management experience preferred.
• Ability to work in a high-volume environment.

Responsibilities

• Lead and manage a team of 12-15 call center representatives.
• Ensure first-call resolution and excellent member service.
• Conduct coaching and performance evaluations for team members.

Skills

Call Center Management

Coaching and Training

Interpersonal Communication

Problem Solving

Time Management

Technological Proficiency

Education

High School Diploma

Bachelor's Degree (Preferred)

Tools

Microsoft Office Suite

Job description

Join to apply for the Assistant Manager, Contact Center role at Municipal Credit Union

1 month ago Be among the first 25 applicants

Join to apply for the Assistant Manager, Contact Center role at Municipal Credit Union

Municipal Credit Union provided pay range

This range is provided by Municipal Credit Union. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$62,400.00/yr - $78,950.00/yr

About MCU:

At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.

Our Mission:

To help hard-working New Yorkers build better tomorrows

Our Vision:

Be New York's most loved financial institution by helping our members build their best financial futures

Overview: The Member Contact Center Assistant Manager provides leadership, oversight, development, coaching and training of a high performance team of contact center member service representatives to ensure a first-call resolution response while continually providing an excellent member service experience. Maintain effective oversight and leadership in a high volume contact center environment.

Responsibilities:

Specific duties include, but are not limited to, the following:

• Responsible for leading, supervising, and managing a team of 12 – 15 call center representatives to ensure effective and efficient member service in a high volume first call resolution environment.
• Observe, monitor, and coach contact center MSR’s to provide a premier member experience and first call resolution with 90% of calls handled in single contact resolution.
• Schedule, assign, and coordinate proper coverage of call volume based on skill set and routing.
• Handle all escalated member calls from level, 2, 3 and 4 agents along with all escalated calls from third party service providers.
• Manage ticketing and response process for third party vendors, member communication channels, and digital experience channels to ensure timely response and handling of member requests.
• Identify trends based on communication channels and make recommendations for process improvements, system changes, or other adjustments to ensure a strong member experience.
• Identify trends based on communication channels and make recommendations for process improvements, system changes, or other adjustments to ensure a strong member experience.
• Meet and exceed critical KPI’s for success of contact center, including but not exclusively (Average Speed to Answer, Adherence, QA Scoring, Account Referrals, Loan Referrals)
• Evaluate knowledge gaps in agent performance and develop policies, procedures, and guides to assist with improving member experience.
• Hire, Onboard, Train, and Coach MSR’s to ensure consistent performance and member experience.
• Conduct side-by-side or silent listening to MSR live calls to evaluate performance and manage member experience through on-the-call and on-the-spot coaching.
• Conduct call calibration sessions with MSRs and QA using recorded calls. Ensure at minimum 5 per team member per month.
• Act as a resource to agents regarding procedural, process, or risk related issues.
• Provide regular reporting to agents and management on team performance to KPI’s.
• Provide regular one-on-one’s for agents to ensure consistent performance and appropriate performance management.
• Prepare annual performance appraisals for MSR’s.
• Provide back up support to MSR queues during high volumes as needed.
• Perform other related duties as requested and special projects as assigned
  
  
  

Requirements:

• Demonstrated success in planning, organizing, leading people and activities. Ability to motivate, direct and coach staff.
• Ability to perform in a high-volume environment and meet deadlines while maintaining exceptional attention to detail.
• Technologically proficient.
• Excellent interpersonal, oral and written communication skills.
• Banking experience preferred.
• 3-5 years’ Call Center experience required.
• Previous Call Center management/leadership/supervisory experience preferred.
• Previous sales experience preferred.
• Ability to multi-task; good time management skills.
• Ability to work well under pressure.
• Ability to demonstrate critical thinking.
• Excellent research and problem-solving skills.
• Flexibility to work any shift, including early mornings, evenings and Saturdays.
• Proficiency in Microsoft Office Suite.
• Highly ethical.
  
  
  

Why you’ll be a good fit:

Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you’ll bring the following:

Results - We are passionate about winning.

Agility - We proactively anticipate, respond and pivot to ensure MCU wins.

Integrity - We operate with the highest ethical standards and highest degree of honesty.

Belonging - We cultivate a culture of inclusion and teamwork.

Ownership - We take personal responsibility and hold ourselves accountable for the results.

What we can offer you:

Competitive Compensation, Medical And Dental Benefits.

401K with employer match

Flexible paid time off

We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.

Municipal Credit Union (MCU) is an Equal Opportunity Employer.

Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohi bit s discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

Referrals increase your chances of interviewing at Municipal Credit Union by 2x

Sign in to set job alerts for “Contact Center Manager” roles.

New York, NY $96,000.00-$118,000.00 2 weeks ago

Woodbridge, NJ $65,640.00-$109,200.00 1 week ago

New York, NY $100,000.00-$199,999.00 2 months ago

Customer and Volunteer Services Manager - Pavilion - (Exempt) #2060

Global Strategy and Operations Manager, YouTube Business

Client Experience Lead (Corporate Food Services)

Operations Manager, Customer Service Operations (B2B, B2C)

Assistant Manager, Operations | The Mall at Short Hills

Danbury, CT $65,640.00-$109,200.00 6 days ago

Clinic Operations Manager (Short-Term Assignment)

Brooklyn, NY $75,000.00-$85,000.00 2 days ago

Entry Level Customer Service & Sales Manager

New York, NY $146,000.00-$183,000.00 6 days ago

New York, NY $62,400.00-$78,950.00 1 month ago

New York City Metropolitan Area 1 week ago

New York City Metropolitan Area $70,000.00-$100,000.00 2 days ago

Guest Experiences Supervisor, City Climb, Hudson Yards Experiences

Scotch Plains, NJ $20,000.00-$30,000.00 5 months ago

Nanuet, NY $64,800.00-$97,200.00 1 week ago

Jersey City, NJ $65,640.00-$109,200.00 17 hours ago

Strategy & Operations - Senior Manager (Customer Operations)

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.