CONTACT CENTER ASSISTANT MANAGER chez UNCLE Credit Union

UNCLE Credit Union has been recognized as the Best Credit Union in the East Bay for 7 consecutive years and has been voted a Top Workplace for 4 consecutive years (2022–2025). We are committed to innovation, service excellence, and empowering our members through technology.

Assistant Manager, Contact Center

Position Overview

The Contact Center Assistant Manager will support the AVP Contact Center Manager and assist with enhancing the operational efficiency and service quality of the contact center. This role helps in developing and implementing training programs to ensure increased productivity.   Additionally, the Assistant Contact Center Manager will assist with coaching contact center agents and ensure that all member service interactions meet the required high standards of quality. 

Key Responsibilities

• Supports the AVP Contact Center Manager in training and onboarding new contact center agents to ensure they are fully prepared for all types of member interactions.
• In collaboration with the AVP Contact Center Manager, continuously updates training materials to reflect current product offerings, technology updates, process changes, and compliance requirements.
• Regularly evaluates agent performance using tools such as call and chat monitoring, ticket reviews, and customer feedback.
• Produces reports on agent performance and overall contact center metrics, identifying trends, achievements, and areas that require attention.
• Identifies deviations from quality standards and assist with providing corrective training and delivers feedback to agents for continuous improvement.
• As directed by the AVP Contact Center Manager, assist with implementing quality assurance programs to ensure all member interactions align with the credit union’s standards of excellence.
• Assist with staff scheduling to ensure sufficient coverage during peak call times and ensures adherence to established break and meal guidelines.
• Handles escalated calls from members, providing advanced support and facilitating effective resolutions.
• Acts as a secondary point of contact for internal departments and external stakeholders regarding contact center operations.

Knowledge, Skills, and Abilities

• Leadership Skills: Demonstrates the ability to inspire, motivate, and direct team members effectively.
• Effective Communication: Possesses excellent verbal and written communication skills for interacting with all levels of staff and management.
• Analytical Skills: Proficient in analyzing performance data to inform decision-making.
• Customer Service Expertise: Deeply understands customer service best practices and is committed to exceptional service delivery, particularly in a call center environment.
• Problem Solving: Quickly addresses and resolves issues that arise in the operation of the contact center.
• Training: Able to identify knowledge gaps and determine the most effective communication methods for various learning styles within the department.

Education and Experience

• High School Diploma or equivalent required; College Degree preferred.
• Minimum 2-5 years of contact center related experience, including lead/supervisory positions.
• 1-2 years’ experience in a contact center within the financial industry, preferably in a credit union.

Compensation

 $35-40/hr. DOE

Benefits:

• Competitive salary with performance-based and corporate bonuses.
• Comprehensive health, dental, and vision insurance.
• 401(k) with 4% employer match.
• Defined Benefit Plan—100% employer contribution.
• Professional development and career advancement opportunities.