Contact Center Operations Lead & Team Coach

Purdue Federal Credit Union; West Lafayette (IN); Sur place; USD 55 000 - 75 000; Plein temps

Résumé du poste

Purdue Federal Credit Union is seeking a Contact Center Assistant Manager in West Lafayette, IN. You will lead on-site staff across phone, chat, and digital channels, coach agents, and drive quality performance.

The role requires adapting to peak periods and partnering with the Manager to align with Retail Delivery operations. You will participate in scheduling, training, and onboarding, while maintaining policy compliance and a member-focused culture.

Qualifications

• Minimum 2–4 years in a supervisory or team-lead role.
• 3–5 years in financial services or a contact center environment.
• Strong customer service orientation and confidentiality.
• Ability to train, coach, and develop staff while meeting service level goals.

Responsabilités

• Oversee daily contact center operations across phone, chat, and digital channels.
• Provide first-line escalation support and coaching to staff.
• Schedule coordination, workflow management, and coverage planning.
• Conduct quality reviews and performance feedback for team members.
• Assist in interviewing, onboarding, and staff development.
• Maintain procedural documentation and support process improvements.
• Support policy compliance and uphold service standards.

Connaissances

Leadership experience

Coaching & mentoring

Effective communication

Problem-solving

Formation

High School Diploma or Equivalent

Bachelor’s Degree in Communications

Outils

Microsoft Office Suite

Description du poste

Purdue Federal Credit Union is seeking a Contact Center Assistant Manager in West Lafayette, IN. You will lead on-site staff across phone, chat, and digital channels, coach agents, and drive quality performance.

The role requires adapting to peak periods and partnering with the Manager to align with Retail Delivery operations. You will participate in scheduling, training, and onboarding, while maintaining policy compliance and a member-focused culture.