Contact Center Team Lead: Elevate Service & Efficiency

VyStar Credit Unions; Jacksonville (FL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

401(k) Plan

Tuition reimbursement

Paid on-the-job training

Job summary

VyStar Credit Union is seeking a Contact Center Assistant Manager to help oversee daily operations, ensure top-tier member service, and hit key performance metrics. You will support a team of agents across shifts, collaborate with the Contact Center Manager, and drive efficiency and customer satisfaction.

The role emphasizes leadership, coaching, and strategic input to improve processes, performance, and risk controls within the contact center environment.

Qualifications

• Education: High School Diploma or GED required; Associate degree preferred.
• 3+ years of experience in sales and/or customer service; leadership of direct reports preferred.
• Contact Center and/or financial institution experience preferred.

Responsibilities

• Assist in managing day-to-day contact center operations (call handling, emails, chat support).
• Supervise and support contact center agents (10–20 team members) with coaching, feedback, and training.
• Coach, counsel, mentor, develop, and evaluate performance to achieve service levels and goals.

Skills

Customer service

Team leadership

Coaching

Training

Operations management

Education

High School Diploma

Associate degree preferred

Tools

Microsoft Office

CRM software

Call center software

Job description

VyStar Credit Union is seeking a Contact Center Assistant Manager to help oversee daily operations, ensure top-tier member service, and hit key performance metrics. You will support a team of agents across shifts, collaborate with the Contact Center Manager, and drive efficiency and customer satisfaction.

The role emphasizes leadership, coaching, and strategic input to improve processes, performance, and risk controls within the contact center environment.