Remote Information Center Manager: Coaching & Growth

Digital Federal Credit Union; Robin Hill (MA); Remote; USD 79,000 - 89,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) match

Paid Time Off (PTO)

Paid federal holidays

Employee pricing on lending products

Job summary

First Tech is seeking a capable Supervisor to manage and coach the Information Center team in MA/NH/GA with remote options. You will guide Performance Leads and Senior Specialists, drive service excellence, and align efforts with DCU and First Tech goals.

You will coach, evaluate performance, and lead initiatives to improve processes and team effectiveness across the center. Strong communication and analytical skills are essential for success.

Qualifications

• High School diploma or equivalent.
• Previous contact center supervisor or management experience.
• Strong technical skills including MS Office and contact center systems.
• Excellent verbal and written communication skills.
• Strong analytical skills.

Responsibilities

• Support DCU's Service Excellence initiative through direct coaching of staff and leading by example.
• Provide timely coaching and feedback to direct reports and all other Information Center staff.
• Accurately evaluate performance strengths and areas for development.
• Create well written monthly meeting review documents and annual performance evaluation for each direct report.
• Meet all deadlines for delivering performance reviews.
• Facilitate regular team meetings and monthly one on one coaching sessions with direct reports.
• Create performance improvement plans for staff not meeting expectations, including timely follow up on the plans.
• Motivate direct reports and team members.
• Manage team performance, including individual contact center statistics, sales results and service quality.
• Foster teamwork and strengthen relationships within the Information Center and with all other areas of the credit union.
• Work with Management in other areas of the credit union to resolve issues and continuously work to improve relations between departments.
• Participate on project teams and/or lead projects as assigned by Information Center Management.
• Make process improvement recommendations to improve efficiency of operations in the Information Center.
• Accurately process all transactions and file maintenance.
• Coordinate training and process improvements with relevant support departments and maintain a close working relationship to support lending goals.

Skills

Coaching

Performance management

Communication skills

Analytical skills

MS Office

Education

High School diploma or equivalent

Contact center supervisor or management experience

Tools

Contact center systems

Job description

First Tech is seeking a capable Supervisor to manage and coach the Information Center team in MA/NH/GA with remote options. You will guide Performance Leads and Senior Specialists, drive service excellence, and align efforts with DCU and First Tech goals.

You will coach, evaluate performance, and lead initiatives to improve processes and team effectiveness across the center. Strong communication and analytical skills are essential for success.