Contact Center Leader: Coach, Optimize & Elevate Service

VyStar Credit Union; Jacksonville (FL); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

401(k) Plan

Training program

Tuition reimbursement

Job summary

VyStar Credit Union in Jacksonville, FL is seeking an experienced Contact Center Assistant Manager to support daily operations and drive member service excellence. You will work closely with the Contact Center Manager to coach agents, monitor performance, and implement process improvements.

The role emphasizes strong leadership, effective communication, and adherence to risk and compliance standards while delivering outstanding customer experiences across calls, emails, and chats.

Qualifications

• 3+ years of experience in sales or customer service 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.

Responsibilities

• Assist 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 optimise performance.
• Coaches, counsels, mentors, develops, and evaluates performance for a team of specialists to achieve expert customer service levels and achieve department 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.
• All employees and business units… report risks within their domain of work.

Skills

Customer service

Team leadership

Communication skills

Multitasking

Listening skills

Critical thinking

Flexible scheduling

Education

High School Diploma or GED

Associate degree

Tools

Microsoft Office

Job description

VyStar Credit Union in Jacksonville, FL is seeking an experienced Contact Center Assistant Manager to support daily operations and drive member service excellence. You will work closely with the Contact Center Manager to coach agents, monitor performance, and implement process improvements.

The role emphasizes strong leadership, effective communication, and adherence to risk and compliance standards while delivering outstanding customer experiences across calls, emails, and chats.