Contact Center Assistant Manager

VyStar Credit Unions; Jacksonville (FL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

401(k) Plan

Tuition reimbursement

Paid on-the-job training

Job summary

VyStar Credit Union is seeking a Contact Center Assistant Manager to help oversee daily operations, ensure top-tier member service, and hit key performance metrics. You will support a team of agents across shifts, collaborate with the Contact Center Manager, and drive efficiency and customer satisfaction.

The role emphasizes leadership, coaching, and strategic input to improve processes, performance, and risk controls within the contact center environment.

Qualifications

• Education: High School Diploma or GED required; Associate degree preferred.
• 3+ years of experience in sales and/or customer service; leadership of direct reports preferred.
• Contact Center and/or financial institution experience preferred.

Responsibilities

• Assist in managing day-to-day contact center operations (call handling, emails, chat support).
• Supervise and support contact center agents (10–20 team members) with coaching, feedback, and training.
• Coach, counsel, mentor, develop, and evaluate performance to achieve service levels and goals.

Skills

Customer service

Team leadership

Coaching

Training

Operations management

Education

High School Diploma

Associate degree preferred

Tools

Microsoft Office

CRM software

Call center software

Job description

At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees. Part time positions start at a minimum of 30 hours per week. We encourage you to become a part of VyStar Credit Union's family of employees.

The role of Contact Center Assistant Manager is pivotal in ensuring the smooth operation of our contact center. Working closely with the Contact Center Manager, this position assists in overseeing daily operations, ensuring top‑notch member service, and achieving crucial performance metrics. The Assistant Manager provides invaluable support and guidance to our contact center agents, cultivating a positive and productive work environment. Additionally, they contribute to the development and implementation of strategies to bolster operational efficiency and customer satisfaction. Maintains a high level of participation within VyStar’s leadership team and promotes reinforcement and support of decisions rendered by the credit union and/or management.

All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work. To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates. The Risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the Audit team serves as the third line of defense by providing risk assurance.

ESSENTIAL JOB RESPONSIBILITIES

• Assists in managing day‑to‑day contact center operations, including call handling, email responses, chat support.
• Supervises and supports contact center agents (ranging between 10-20 team members), offering coaching, feedback, and training to optimize performance.
• Coaches, counsels, mentors, develops, and evaluates performance for a team of specialists to achieve expert customer service levels and achieve department goals.
• Gives continuous feedback to ensure employees are meeting and exceeding goals.
• Collaborates with the Contact Center Manager to develop and implement strategies for improving efficiency and service quality.
• Monitors key performance metrics, identifying areas for improvement and implementing action plans.
• Handles escalated customer inquiries promptly and effectively to ensure satisfaction.
• Assists in policy development to ensure compliance and consistency in service delivery.
• Generates reports and provide updates on contact center performance to management.
• Fosters a positive work environment, promoting teamwork and employee engagement.
• Stays updated on industry trends and best practices in contact center management.
• Exercises great judgment and discretion within well‑defined limits and works with relative independence to accomplish tasks.
• Resolves member problems independently and escalates more complex concerns.
• Works cooperatively in a team environment with the ability to balance between individual, team, and key business priorities.
• Performs other duties as assigned.

JOB QUALIFICATIONS

• Education: High School Diploma or GED is required. Associate degree preferred.
• Experience: 3+ years of experience in sales and/or customer service role is required. Experience leading a team of direct reports is preferred. Contact Center and/or financial institution experience preferred. Candidates with 3+ years of experience and successful completion of an interim leadership or temporary supervisory assignment will be considered.

JOB KNOWLEDGE, SKILLS & ABILITIES

• Ability to process accurate transactions and requests.
• Must possess and utilize excellent listening skills, verbal, and written communications skills.
• Proficient in the use of the Internet and Microsoft Office.
• Must have an outgoing personality and a strong desire to help people.
• Must be professional in appearance and attitude.
• Must be able to handle many tasks in a fast‑paced environment.
• Must possess strong critical thinking and decision‑making abilities.
• Must be willing to work a flexible schedule that includes rotations of shifts with peers.
• Must be willing to work from multiple contact center locations based within the VyStar footprint.

DISCLAIMERS AND WORK ENVIRONMENT

Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management. The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. As required or requested, may exert up to 20 pounds of force occasionally and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects. VyStar Credit Union is not seeking outside assistance or accepting unsolicited resumes from staffing agencies or search firms for employment or contractor opportunities. Any resumes submitted by an outside vendor to any employee at VyStar via e‑mail, internet, or directly to hiring managers without a valid written search agreement with the Talent Acquisition / HR department will be deemed the sole property of VyStar Credit Union. No placement fee will be paid if a candidate is hired as a result of the referral, or through other means.

ABOUT VYSTAR CREDIT UNION

VyStar Credit Union has a rich history of providing financial services and community support. VyStar was originally founded as Jax Navy Federal Credit Union in 1952 to serve military members, civil services employees and their families at Naval Air Station Jacksonville. In the more than 70 years since then, we have expanded our field of membership to now serve 49 counties in Florida and 29 counties in Georgia. As we have grown, we have continued to provide excellent service to our members and our communities. Today, we serve over 925,000 members, including 50,000 small business members, making us one of the largest financial institutions in Northeast Florida ($13.5 billion in assets) and one of the largest credit unions in the country. We are guided by our purpose to Do Good.