Contact Center Assistant Manager - Member Experience

Justice Federal Credit Union; 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

Generous PTO

Medical/Dental/Vision Insurance

Annual Corporate Bonus

6% Employer Match Retirement

Company-Paid Benefits

Job summary

Justice Federal Credit Union in Bridgeport, WV seeks an experienced Assistant Manager, Contact Center to support the Contact Center Manager with daily operations and to enhance member experiences. You will coach staff, monitor KPIs, and ensure consistent, high-quality member service in a fast-paced environment.

Ideal candidates have 5–8 years in related roles, a bachelor’s degree or industry certifications, and at least 3 years of supervisory experience; ability to lift up to 50 lbs and operate

Qualifications

• 5–8 years of similar or related experience.
• Bachelor's degree or industry certifications equivalent to a bachelor's degree.
• Minimum of three years of supervisory experience.
• Must be able to lift up to 50 lbs and use standard office equipment.

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 and reports to management.
• Oversees workforce management including scheduling and queue management to maintain efficiency and service quality.
• Reviews member communications to ensure compliance with procedures and quality guidelines.

Skills

Supervisory experience

Coaching & training

KPI analysis

Policy & procedures

Education

Bachelor's degree

Industry certifications

Job description

Justice Federal Credit Union in Bridgeport, WV seeks an experienced Assistant Manager, Contact Center to support the Contact Center Manager with daily operations and to enhance member experiences. You will coach staff, monitor KPIs, and ensure consistent, high-quality member service in a fast-paced environment.

Ideal candidates have 5–8 years in related roles, a bachelor’s degree or industry certifications, and at least 3 years of supervisory experience; ability to lift up to 50 lbs and operate