Assistant Manager Contact Center
On-siteWest Lafayette, Indiana, United States
West Lafayette, Indiana, United StatesOn-siteFull TimeMid LevelBachelors DegreeMedium
Full TimeMid LevelBachelors DegreeMedium
Job Summary
Assistant Manager, Contact Center provides working leadership to the contact center team, coaches staff, coordinates scheduling and workflow, performs quality reviews, and steps into representative, specialist, or lead duties during peak periods. Helps oversee phone, chat, secure messaging, and virtual service interactions, supports onboarding and training, monitors dashboards for service-level adherence, and collaborates with Retail Delivery operations to drive consistent, high-quality member service across digital and live channels.
Required Qualifications
- Bachelor's Degree or equivalent (preferred)
- 3+ years experience in contact center or retail banking operations
- Strong communication skills (verbal and written)
- Ability to troubleshoot basic telephone, software, and system-access issues
- Proficiency with Microsoft Office Suite
- Experience coaching, mentoring, and developing employees
- Ability to balance member needs, service expectations, and policy compliance
- Compliance with confidentiality and regulatory standards
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