Contact Center - Contact Center Assistant Manager I

Mission Fed•San Diego, CA

6d•$70,000 - $80,000•Hybrid

About The Position

Are you a people‑focused leader who thrives in a fast‑paced contact center environment? Mission Federal Credit Union is looking for a Contact Center Assistant Manager I to support daily operations, coach high‑performing teams, and help deliver exceptional member experiences at every point of contact. This role is ideal for a collaborative leader who enjoys developing talent, driving service excellence, and stepping in as a trusted partner to Contact Center leadership. As a Contact Center Assistant Manager I, you’ll play a key role in supporting the management team and ensuring service level goals are consistently met. You’ll lead by example while empowering your team to succeed. If this sounds interesting to you, below are a few more details:

Requirements

Associate’s degree or equivalent required
(Two years of relevant experience may substitute for one year of education)
Minimum of 5 years of experience in the financial services industry
Prior experience in a lead or supervisory role is required
Strong leadership, coaching, and team‑building skills
Excellent verbal and written communication abilities
Proven ability to motivate and mentor a team in a service and sales environment
Experience supervising teams of 12 or more direct reports
Strong decision‑making, problem‑solving, and judgment skills
Ability to manage multiple priorities in a fast‑paced environment
Positive, flexible, and “can‑do” attitude with a strong sense of accountability
Proficiency with Microsoft Office

Nice To Haves

Call Center or Contact Center experience preferred
experience with Symitar and ACD systems preferred

Responsibilities

Monitor and manage telephone queues to ensure service level targets are achieved
Coach, mentor, and develop Telephone Consultants to deliver outstanding member service and meet sales and performance goals
Conduct regular one‑on‑one coaching sessions, side‑by‑side observations, and monthly performance reviews
Answer staff questions, handle escalated calls, and provide backup phone support during peak times
Support recruiting, hiring, onboarding, and ongoing development of Contact Center staff
Partner with employees on career development and performance improvement
Assist with performance evaluations and corrective action as needed
Review and approve telephone wire requests within authorized limits, ensuring adherence to policies and fraud prevention standards
Share timely updates related to policies, procedures, compliance, promotions, and organizational communications
Collaborate with cross‑functional teams to resolve member issues and escalations
Participate in testing of Contact Center systems and applications
Ensure a safe, compliant, and well‑run Contact Center environment
Act as a role model for Mission Fed’s core values and service standards
Step in for the Manager, as appropriate