Digital Contact Center Assistant Manager

Role

The Digital Contact Center Assistant Manager plays a vital leadership role in supporting the Member Service Center (MSC) and Digital Service Center (DSC). This position provides daily guidance, coaching, and development to team members across all service channels—including inbound/outbound calls, video banking, ITMs, live chat, email, and secure messaging—to ensure a seamless and consistent member experience.

This role is responsible for maintaining service level standards, resolving escalated member concerns, and fostering a high-performing, member-focused team culture. Embracing a universal service model, the Assistant Manager supports operational efficiency, digital engagement, and cross-functional collaboration to ensure team members are equipped to serve members seamlessly across all channels.

Major Duties and Responsibilities

Provide daily coaching, performance feedback, and support to representatives across all service channels.

Promote a culture of accountability, engagement, and continuous improvement.

Lead onboarding, training, and cross-training initiatives to ensure team readiness and skill development.

Handle escalated or complex member interactions with professionalism and elevated decision-making authority.

Process fee refunds, overrides, debit card limit increases, and other exceptions in alignment with credit union policies.

Champion digital adoption and identify opportunities to recommend relevant products and services.

Monitor team and individual performance using dashboards, reports, and quality review tools.

Collaborate with the Quality & Workforce Coordinator to align coaching, scheduling, and performance goals.

Review member interactions (calls, chats, video, etc.) and provide timely, constructive feedback.

Partner with internal teams to support new service implementations and system rollouts.

Participate in credit union initiatives with a member-first mindset and a focus on service excellence.

Ensure compliance with all policies, procedures, and regulatory requirements (e.g., BSA, Patriot Act, OFAC).

Support routine member transactions as needed, including account openings and loan applications.

Perform additional responsibilities assigned to support departmental and organizational goals.

Qualifications

Knowledge and Skills

Experience

Three years to five years of similar or related experience, including preparatory experience and 1-2 years of experience in a leadership or training role within a call center, branch or other digital service environment.

Education/Certifications/Licenses

A high school degree or equivalent

Interpersonal Skills

A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve coaching, motivating, influencing, educating and/or advising others on matters of significance and fostering collaboration. Typically includes subject matter experts as well as first level to middle managers.

Other Skills

Strong time management and organizational skills.

Ability to manage multiple priorities and respond effectively in a fast-paced environment.

Familiarity with digital tools and comfort with on-camera engagement.

Ability to interpret data and performance metrics to inform coaching strategies.

ADA Requirements

Physical Requirements

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.