Contact Center – Assistant Manager

First Tech Federal Credit Union; Chelmsford (MA); Hybrid; USD 44,000 - 52,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

401(k) matching

Paid time off and sick time

Paid holidays

Lending product pricing (employee)

Job summary

First Tech Federal Credit Union in Chelmsford, MA is seeking an experienced supervisor to lead Information Center staff, coach team members, and drive service excellence. You will coach Performance Leads and Senior Specialists, develop talent, and coordinate training to meet performance goals.

In this hybrid role, you’ll manage up to 19 direct reports, oversee daily operations, and contribute to lending goals while ensuring quality service and strong teamwork.

Qualifications

• High School diploma or equivalent required.
• Previous contact center supervisor or management experience preferred.
• Strong verbal and written communication skills essential.

Responsibilities

• Coach staff and lead by example to meet service goals.
• Evaluate performance and provide timely feedback and reviews.
• Coordinate training and process improvements with other departments.

Skills

Coaching

Verbal communication

Written communication

Analytical skills

Leadership

Education

High School diploma or equivalent

Tools

MS Office

Contact center systems

Job description

Description

The role is to manage, supervise, coach, and assist team members, including Information Center Specialists, Performance Leads, and Senior Specialists. Assist staff in providing members with service excellence utilizing product and service knowledge. Responsibilities include implementing strategies that team members can use to achieve a goal, delegating tasks based on each member’s strengths and skills and offering the training necessary to complete certain tasks. Assistant Managers are also responsible for inspiring and motivating team members with regular encouragement, keeping the enthusiasm going by providing individualized coaching when needed. Provide performance development opportunities for Information Center Performance Leads and Senior Specialists. Support and contribute to the organization's business and growth goals by effectively managing Information Center staff, operations and sales efforts.

Essential Functions

What You’ll Do : Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Support service initiatives through direct coaching of staff and leading by example
• Provide timely coaching and feedback to direct reports and all other Information Center staff
• Accurately evaluate performance strengths and areas for development
• Create well written monthly meeting review documents and annual performance evaluation for each direct report. Meet all deadlines for delivering performance reviews.
• Facilitate regular team meetings and monthly one on one coaching sessions with direct reports
• Create performance improvement plans for staff not meeting expectations, including timely follow up on the plans.
• Motivate direct reports and team members
• Manage team performance, including individual contact center statistics, sales results and service quality
• Foster teamwork and strengthen relationships within the Information Center and with all other areas of the credit union. Work with Management in other areas of the credit union to resolve issues and continuously work to improve relations between departments
• Particpate on project teams and/or lead projects as assigned by Information Center Management
• Make process improvement recommendations in an effort to improve the efficiency of operations in the Information Center. Solicit process improvement ideas from staff
• Participate on project teams and/or lead projects assigned by Information Center Management
• Accurately process all transactions and file maintenance
• Responsible for coordinating on training and process improvements with relevant support departments and maintain a close working relationship to foster continuous improvement and support credit union lending goals
• Perform other job-related duties as assigned by Managers(s).

Essential Skills

Education and Experience Requirements:

• High School diploma or equivalent
• Previous contact center supervisor or management experience

Additional Eligibility Requirements

• Strong technical skills, including proficiency in all MS Office programs and contact center related systems
• Excellent verbal and written communication skills
• Strong analytical skills

Supervisory Responsibility

This position requires direct supervision of up to 19 direct reports, including Performance Leads and Senior Specialists. This also includes indirect supervision of Information Center Specialist I & II, Senior Specialist and Performance Leads.

Location

Chelmsford, MA - HYBRID

Target Compensation

$32 - $38 / hour + annual bonus

Schedule

Monday - Friday 9am - 6pm

Who We Are

Every great journey begins with a bold idea—and ours is no different. First Tech and DCU were founded on the belief that financial solutions should put people first. That belief has fueled decades of innovation and service, rooted in the tech sector and expanding to support members from all walks of life.

Employees Are Eligible For

• Traditional medical, dental, and vision coverage
• Generous 401(k) match
• Paid Time Off: You'll accrue up to 15 days in your first year. In addition, you'll receive 40 hours of sick time and 3 personal days, which refresh annually
• Paid federal holidays
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility subject to standard account requirements and underwriting criteria)

Employment Statements

First Tech is an equal opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

First Tech is not currently offering Visa transfer/sponsorship for this position.