Assistant Manager Contact Center

Purdue Federal Credit Union; West Lafayette (IN); Presencial; USD 55.000 - 75.000; Jornada completa

Descripción de la vacante

Purdue Federal Credit Union is seeking a Contact Center Assistant Manager in West Lafayette, IN. You will lead on-site staff across phone, chat, and digital channels, coach agents, and drive quality performance.

The role requires adapting to peak periods and partnering with the Manager to align with Retail Delivery operations. You will participate in scheduling, training, and onboarding, while maintaining policy compliance and a member-focused culture.

Formación

• Minimum 2–4 years in a supervisory or team-lead role.
• 3–5 years in financial services or a contact center environment.
• Strong customer service orientation and confidentiality.
• Ability to train, coach, and develop staff while meeting service level goals.

Responsabilidades

• Oversee daily contact center operations across phone, chat, and digital channels.
• Provide first-line escalation support and coaching to staff.
• Schedule coordination, workflow management, and coverage planning.
• Conduct quality reviews and performance feedback for team members.
• Assist in interviewing, onboarding, and staff development.
• Maintain procedural documentation and support process improvements.
• Support policy compliance and uphold service standards.

Conocimientos

Leadership experience

Coaching & mentoring

Effective communication

Problem-solving

Educación

High School Diploma or Equivalent

Bachelor’s Degree in Communications

Herramientas

Microsoft Office Suite

Descripción del empleo

• On-site
• Operations
• Full-Time
• Requisition #: ASSIS001106

Description

The Contact Center Assistant Manager supports the daily leadership, coaching, and operational effectiveness of the Contact Center. This role assists in overseeing phone operations, chat, secure messaging, and virtual service interactions. The Assistant Manager ensures consistent service delivery, supports first-level technology troubleshooting, provides escalated member assistance, and fosters a collaborative, service-focused team environment.

The Assistant Manager serves as a working leader—supporting staff on the floor, assisting with scheduling and workflow coordination, performing quality reviews, and stepping into representative, specialist, or lead duties during peak periods. This role collaborates and supports the Manager when Contact Center processes intersect with broader Retail Delivery operations.

Hours: Monday - Friday 9 AM - 6 PM with 2/3 Saturdays a month

Duties and Responsibilities (Essential Functions):

Operational & Technology Support

• Support daily operational needs of the Contact Center across phone, chat, secure messaging, and virtual service channels.
• Provide first-response troubleshooting for telephony systems, softphones, call routing issues, system access, and essential applications used by Contact Center staff.
• Assist in implementing new procedures, system upgrades, scripting changes, and communication updates.
• Perform Contact Center Representative, Specialist, and Lead duties during high-volume or coverage needs.
• Maintain accurate procedure documentation and contribute to workflow improvements.
• Monitor real-time dashboards and queues to ensure service-level adherence and adequate coverage.
• Provide daily coaching, observation, quality feedback, and mentoring to Contact Center team members.
• Participate in interviewing, selecting, and onboarding new Contact Center staff.
• Assist with scheduling, coverage management, attendance review, and workload distribution.
• Support training, cross-training, and ongoing development to strengthen team competency.
• Reinforce policy compliance, service standards, and accountability expectations.
• Help maintain a positive, member-focused culture with strong teamwork and communication.

Quality Assurance, Member Experience & Escalation Support

• Conduct call monitoring and quality assessments for phone, chat, and secure messaging interactions.
• Provide timely coaching and feedback based on quality findings.
• Assist in resolving escalated or complex member concerns with professionalism and empathy.
• Monitor member feedback and identify improvement opportunities in service or communication.
• Encourage consistent, high-quality service across all digital and live channels.
• Support digital adoption, product awareness, and service initiatives that enhance member engagement.
• Assist with the rollout of communication updates, service improvements, and operational projects.
• Provide input on new technologies, process enhancements, or tools that may benefit members or staff.

Professional Development

• Participate in ongoing leadership, compliance, and technology training.
• Maintain awareness of industry and Contact Center best practices.
• Take ownership of personal development by participating in ongoing training, seeking feedback, and building knowledge and skills relevant to role, department, compliance, and credit union’s mission.

Additional Requirements:

• Strong, empathetic communication skills with the ability to remain calm, supportive, and professional during challenging interactions.
• Working knowledge of retail banking processes (account opening, authentication, digital banking tools, payments, deposits, etc.).
• Ability to troubleshoot basic telephone, software, and system-access issues.
• Proficient with Microsoft Office Suite and able to quickly learn new systems.
• Demonstrated ability to coach, mentor, and develop employees.
• Strong problem-solving, decision-making, and prioritization skills.
• Ability to balance member needs, service expectations, and policy compliance.
• Commitment to confidentiality, accuracy, and adherence to regulatory standards.
• Ability to communicate, verbally and in writing, in a professional manner when dealing with employees, members, vendors and company contacts.
• Ability to follow the core values of honesty, integrity, mutual respect, pride and ownership.

Education

Required

High School Diploma or Equivalent or better.

Preferred

Bachelor’s Degree or better in Communication or related field.

Experience

Required

2-4 years: Previous leadership experience (lead, senior, or supervisor-level responsibilities)

3-5 years: Financial services or Contact Center environment

Preferred

Less than 2 years: Experience with telephone systems, call routing tools, or digital service channels preferred

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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