Contact Center Lead - Elevate Member Experience

Philadelphia Federal Credit Union; United States; Remote; USD 47,000 - 48,000; Full time

Job summary

Philadelphia Federal Credit Union is seeking a detail-oriented professional to support the Contact Center, ensuring service excellence and efficient operations. As the Contact Center Assistant Manager, you will supervise Advisors, handle escalations, train staff, monitor performance, and collaborate with the Manager to improve processes and member satisfaction.

This full-time role requires a learning attitude and the ability to work in a fast-paced environment; hours include Monday–Friday 8

Qualifications

• Minimum high school diploma or equivalent required.
• Minimum of one year of Contact Center and/or training experience.
• Minimum of two years supervisory experience.
• Demonstrated ability to deescalate member concerns and issues.
• Exceptional leadership and interpersonal skills – speaking, writing, listening, comprehending, prioritizing.
• Ability to make well-informed decisions that align with business objectives.
• PC proficiency and working knowledge in the Microsoft Windows environment and Member Service based applications required.
• Strong knowledge of credit union departments and their functions.
• Strong organizational skills with attention to detail and deadlines.
• Flexible and patient in handling changing credit union procedures and member requests.
• Knowledge of PFCU policies, procedures, products and services.
• Ability to work in a fast-paced environment.
• Ability to operate office equipment, and lift up to 25 pounds.
• Must be flexible and available to work Contact Center/Concierge Services hours.

Responsibilities

• Assist in managing the daily operations of the Contact Center, ensuring efficiency and productivity.
• Supervise, coach, and develop Contact Center Advisors to meet performance goals, enhance member service and assure they are succeeding in all aspects of their job function.
• Handle escalated member concerns and resolve issues effectively.
• Collaborate with the Manager to develop training programs, schedules, and team-building initiatives.
• Monitor key metrics to report daily, weekly and monthly performance of the Contact Center.

Skills

Leadership

Interpersonal skills

Decision making

Communication

Training & coaching

Problem solving

Education

High school diploma or equivalent

Tools

Microsoft Windows

Member Service apps

Job description

Philadelphia Federal Credit Union is seeking a detail-oriented professional to support the Contact Center, ensuring service excellence and efficient operations. As the Contact Center Assistant Manager, you will supervise Advisors, handle escalations, train staff, monitor performance, and collaborate with the Manager to improve processes and member satisfaction.

This full-time role requires a learning attitude and the ability to work in a fast-paced environment; hours include Monday–Friday 8