Hybrid Assistant Manager, Contact Center Coach & Leader

First Tech Federal Credit Union; Chelmsford (MA); Hybrid; USD 44,000 - 52,000; Full time

Benefits offered by this job

401(k) match

Paid time off

Holidays

Employee pricing on lending products

Job summary

First Tech Federal Credit Union in Chelmsford, MA, is seeking an Assistant Center Supervisor to manage and coach the Information Center team. You will guide Performance Leads and Senior Specialists, fostering service excellence and driving growth through effective training and strategic delegation.

The role emphasizes coaching, performance reviews, and cross-team collaboration, with a hybrid schedule and a target compensation of $32–$38 per hour plus annual bonus.

Qualifications

• High School diploma or equivalent.
• Previous contact center supervisor or management experience.

Responsibilities

• Coach staff and lead by example to support service initiatives.
• Provide timely coaching and feedback to direct reports and staff.
• Evaluate performance strengths and development areas.
• Create monthly meeting reviews and annual performance evaluations for direct reports.
• Lead regular team meetings and one-on-one coaching sessions.
• Develop performance improvement plans for underperforming staff.
• Motivate direct reports and manage contact center statistics, sales and service quality.
• Collaborate with other departments to drive continuous improvement and lending goals.
• Process transactions accurately and coordinate training with support departments.

Skills

Staff coaching

Performance management

MS Office

Communication

Education

HS Diploma

Tools

MS Office

Contact center systems

Job description

First Tech Federal Credit Union in Chelmsford, MA, is seeking an Assistant Center Supervisor to manage and coach the Information Center team. You will guide Performance Leads and Senior Specialists, fostering service excellence and driving growth through effective training and strategic delegation.

The role emphasizes coaching, performance reviews, and cross-team collaboration, with a hybrid schedule and a target compensation of $32–$38 per hour plus annual bonus.