Lead Contact Center Assistant Manager - Coach & Optimize

Purdue Federal Credit Union; West Lafayette (IN); On-site; USD 45,000 - 65,000; Full time

Job summary

Purdue Federal Credit Union’s Contact Center Assistant Manager role focuses on leading daily operations, coaching staff, and ensuring high-quality member service across phone, chat, and secure messaging.

The position involves scheduling, workload coordination, and performing quality reviews, while stepping into lead duties during peak periods and collaborating with Retail Delivery for aligned processes.

Qualifications

• Empathetic, professional communication with members and staff.
• Strong knowledge of retail banking processes.
• Ability to troubleshoot basic telephone, software, and system-access issues.
• Proficient with Microsoft Office Suite.
• Proven coaching and employee development skills.

Responsibilities

• Oversee daily Contact Center operations and service levels.
• Provide first-response tech troubleshooting and upgrade support.
• Coach, observe, and mentor staff; conduct quality feedback.
• Assist with scheduling, coverage, and workflow coordination.
• Perform lead duties during peak periods.
• Monitor dashboards and drive improvements.

Skills

Empathetic communication

Coaching & mentoring

Leadership

Problem solving

Team collaboration

Tools

Microsoft Office Suite

Banking systems knowledge

Job description

Purdue Federal Credit Union’s Contact Center Assistant Manager role focuses on leading daily operations, coaching staff, and ensuring high-quality member service across phone, chat, and secure messaging.

The position involves scheduling, workload coordination, and performing quality reviews, while stepping into lead duties during peak periods and collaborating with Retail Delivery for aligned processes.