Member Contact Center Manager

Municipal Credit Union; New York (NY); On-site; USD 75,000 - 94,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

Dental insurance

Life insurance

Disability insurance

Flexible PTO

11 paid holidays

Job summary

Municipal Credit Union in New York seeks a Member Contact Center Assistant Manager to lead a high-volume team, delivering first-call resolution and excellent member service. You will coach, develop, and supervise 12–15 MSRs, ensuring optimal coverage, handling escalations, and driving engagement across the contact center.

The role requires 3–5 years in a call center with leadership experience, superb communication skills, and a tech-savvy mindset.

Qualifications

• 3-5 years’ Call Center experience required.
• Previous Call Center management/leadership/supervisory experience preferred.
• Excellent interpersonal, oral and written communication skills.

Responsibilities

• Lead, supervise, and manage a team of 12–15 call center representatives for high-volume, first-call resolution.
• Observe, monitor, and coach MSRs to provide premier member experience.
• Schedule coverage based on call volume and routing.
• Handle escalated member calls and third-party escalations.
• Drive employee engagement through recognition programs and development plans.
• Collaborate with Learning and Development for onboarding and upskilling.
• Manage ticketing and responses with vendors and channels.
• Identify trends and recommend process or system improvements.
• Meet and exceed KPIs like ASA, adherence, QA, referrals.
• Provide regular reporting on team performance to KPI’s.

Skills

Call Center experience

Leadership

Coaching

Staff development

Customer service

Microsoft Office

Tools

Microsoft Office

Job description

Municipal Credit Union in New York seeks a Member Contact Center Assistant Manager to lead a high-volume team, delivering first-call resolution and excellent member service. You will coach, develop, and supervise 12–15 MSRs, ensuring optimal coverage, handling escalations, and driving engagement across the contact center.

The role requires 3–5 years in a call center with leadership experience, superb communication skills, and a tech-savvy mindset.