Contact Center Team Lead & Member Experience Coach

ADP, Inc.; Bridgeport (WV); On-site; USD 67,000 - 84,000; Full time

Benefits offered by this job

Voluntary Life Insurance

Flexible Spending Accounts

12 Paid Holidays

Paid Time Off (PTO)

Medical / Dental / Vision Insurance

Annual Corporate Bonus

6% Employer Match Retirement

Job summary

Justice Federal Credit Union in Bridgeport, WV is seeking an Assistant Manager, Contact Center to support the Contact Center Manager in day-to-day operations and enhance Member and employee experiences. The role oversees coaching, training, and performance management for the team, and analyzes KPIs to inform leadership decisions.

As a full-time management position, it emphasizes quality service, supervision of scheduling and queue management, and adherence to procedures.

Qualifications

• Five to eight years of similar or related experience.
• A bachelor’s degree, or achievement of formal certifications recognized in the industry as equivalent to a bachelor’s degree.
• Minimum of three years supervisory experience.
• Must be able to push, pull, or lift up to 50 lbs., and extended periods of sitting/standing; able to use PC, copier, scanner, fax, etc.

Responsibilities

• Leads and manages staff, including coaching, training, professional development and performance management.
• Tracks, analyzes, and formulates actionable insights on the Contact Center’s KPIs; delivers concise synopses with recommendations to management.
• Supervises workforce management including scheduling and queue management to maintain efficiency and enhance experiences.
• Reviews CSR communications to ensure compliance with procedures and quality control guidelines.

Skills

Leadership

Coaching

Training

Performance management

Data analysis

Communication

Education

Bachelor's degree or equivalent certifications

Job description

Justice Federal Credit Union in Bridgeport, WV is seeking an Assistant Manager, Contact Center to support the Contact Center Manager in day-to-day operations and enhance Member and employee experiences. The role oversees coaching, training, and performance management for the team, and analyzes KPIs to inform leadership decisions.

As a full-time management position, it emphasizes quality service, supervision of scheduling and queue management, and adherence to procedures.