Contact Center Assistant Manager
Quorum Federal Credit Union
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $80,000 - $84,500 per year
About the role
- Supervise, coach, and support contact center staff to ensure consistent, high-quality member service.
- Assist with workforce planning, scheduling, and task assignment to balance workloads across channels.
- Resolve escalated member issues and foster a collaborative, service-driven culture.
- Support recruiting, onboarding, and ongoing training, emphasizing digital banking tools.
- Foster a positive, collaborative, and service-driven culture where employees feel informed, supported, and empowered.
- Monitor dashboards and inquiry volumes to ensure coverage and SLA compliance.
- Collaborate with other departments (IT, Operations, Lending, Fraud/Risk) to resolve complex member issues.
- Optimize digital support channels and analyze trends to improve usability and adoption.
- Leverage AI-driven tools and analytics to proactively assess performance metrics, identify trends, and recommend solutions that enhance member satisfaction and streamline operations.
- Review calls and digital interactions for accuracy, empathy, and compliance.
- Provide feedback and coaching for improvement.
- Ensure team compliance with credit union policies, federal regulations (Reg E, Reg Z, Privacy Act, Bank Secrecy Act), security standards, and authentication procedures.
- Maintain awareness of fraud trends—including digital fraud and social engineering—and guide staff in spotting red flags and educating members.
- Generate and analyze performance reports, identify trends, and support process optimization and digital channel growth.
Requirements
- Associate degree required; bachelor’s degree preferred, OR equivalent combination of education and relevant experience
- 3+ years of experience in a financial institution, contact center, or credit union environment
- Minimum of two (2) years of leadership experience in a contact center within a financial institution such as a bank or credit union is required.
- Demonstrated ability to lead a team using well-developed interpersonal skills by providing coaching, feedback, training, and development.
- Excellent communication, coaching, problem-solving, and organizational skills.
- Proficiency with contact center platforms, CRM tools, digital banking systems, and performance analytics.
- Demonstrated experience leveraging AI-driven tools and analytics to assess contact center performance, identify trends, and implement solutions that enhance member satisfaction and operational efficiency.
- Strong decision making and time management skills with the ability to manage multiple projects/duties.
- Familiarity with Jack Henry software solutions is strongly preferred.
- Results driven, service oriented, self-motivated, and able to work independently.
- Trustworthy with the ability to maintain the highest level of integrity and trust.
- Proficiency in Microsoft Office, specifically Word, Excel, and PowerPoint.
- Ability to work in a multi-application environment.
- Flexible to work a structured schedule that includes evening hours up to 7:00 p.m. (EST) in a remote environment which is free from distraction.
Benefits
- Medical
- Vision
- Dental
- Retirement Benefits
- Paid Time Off (PTO)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
contact center managementperformance analyticsdigital banking systemscoachingproblem-solvingtime managementleadershipreport generationtrend analysisSLA compliance
Soft skills
interpersonal skillscommunicationorganizational skillsself-motivatedtrustworthinessservice orientationcollaborationfeedback provisioncoachingdecision making