Contact Center Lead & Operational Coach

Purdue Federal Credit Union; West Lafayette (IN); On-site; USD 52,000 - 76,000; Full time

Job summary

Purdue Federal Credit Union is seeking a Contac t Center Assistant Manager to lead daily operations, coach staff, and ensure service excellence across phone, chat, and digital channels. The role supports scheduling, quality reviews, and peak-period leadership, collaborating with Retail Delivery to align processes.

Hours: Monday–Friday 9:00 AM–6:00 PM, plus 2/3 Saturdays monthly. The position emphasizes member-focused service and compliance with policy standards.

Qualifications

• Experience leading a Contact Center team.
• Ability to coach and mentor staff.
• Strong communication and empathy.
• Familiarity with retail banking processes.

Responsibilities

• 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.
• 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.

Skills

Leadership

Coaching

Staff development

Quality assurance

Customer service

Microsoft Office

Problem solving

Communication skills

Tools

Telephony systems

Softphones

CRM software

Microsoft Office

Job description

Purdue Federal Credit Union is seeking a Contac t Center Assistant Manager to lead daily operations, coach staff, and ensure service excellence across phone, chat, and digital channels. The role supports scheduling, quality reviews, and peak-period leadership, collaborating with Retail Delivery to align processes.

Hours: Monday–Friday 9:00 AM–6:00 PM, plus 2/3 Saturdays monthly. The position emphasizes member-focused service and compliance with policy standards.