Assistant Manager, Contact Center

Justice Federal Credit Union has been designated as a Best Credit Union to Work For by American Banker, for three years in a row!

We are seeking experienced candidates with a passion for providing excellent Member service for the position of Assistant Manager, Contact Center, in Bridgeport, WV.

This role is responsible for assisting the Contact Center Manager with the day-to-day management of the Contact Center, and overseeing all aspects of both Member and employee experiences. This includes but is not limited to coaching and training staff, ensuring consistent excellent Member service, and identifying development opportunities within the department.

Key Job Functions:

• Leads and manages staff, including coaching, training, professional development, and performance management.
• Tracks, analyzes, and formulates actionable insights on the Contact Center's key performance indicators. Proactively delivers concise synopses with recommendations to management in a turnkey format.
• Supervises workforce management in the Contact Center including scheduling and queue management, to maintain operational efficiency and enhance both employee and Member experiences.
• Reviews and evaluates CSR's Member-related communications to ensure compliance with Contact Center procedures and quality control guidelines.

Required Skills and Experience:

• A bachelor's degree, or achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree. Experience as a substitution for a degree may be considered.
• Five to eight years of recent and relevant experience.
• Minimum of three years supervisory experience.

Employee Benefits Include:

• Voluntary Life Insurance
• Supplemental Health Plans
• Volunteer Time Off (VTO)
• Flexible Spending Accounts
• 12 Paid Holidays (includes Birthday)
• Generous Paid Time Off Policy (PTO)
• Medical (with HRA) / Dental / Vision Insurance
• Annual Corporate Bonus (based on organizational goals)
• Retirement Savings Plans with 6% Employer Match (fully vested on day one)
• Company-Paid Benefits Including Basic Life Insurance, Disability Insurance, and Financial Wellness
• And more!

Justice Federal does not provide Visa sponsorship to employees or candidates.

Compensation ranges are based on market data that enables Justice Federal Credit Union to remain competitive with other credit unions of similar asset size.

Submitted applications for this position are kept on file while this position is open. Candidates wishing to be considered for other vacancies must submit a separate application for each vacancy for which they would like to be considered.

Employment offers are extended within the compensation range of the position; and are commensurate with candidate experience, knowledge, and geographic location.

Disclaimer: Justice Federal reserves the right to fill this role at a higher/lower grade level based on candidate experience and/or business need.

Equal Opportunity/Affirmative Action employer. This company considers candidates regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.