Assistant Manager - Contact Center

Job description

At Suffolk Credit Union, we empower our members and strengthen our community by promoting financial wellness, transparency, and respect. Join us to enjoy comprehensive benefits, including health plans, 401(k) matching, and support for work-life balance, along with employee engagement activities and opportunities for community involvement. Role Overview: The Assistant Manager supports the management and daily operations of the Contact Center at Suffolk Credit Union. The Assistant Manager works closely with the member services, lending, and retail operations teams to ensure exceptional member experiences, foster strong relationships, and meet service excellence and loan performance goals. Key Responsibilities: - Supervise Contact Center staff, including Member Service Representatives (MSRs) and Lead Financial Service Representatives, through coaching, performance appraisals, and collaboration with HR on hiring or termination decisions. - Partner with departments, financial institutions, and vendors to identify solutions and implement technological enhancements for the Contact Center. - Collaborate with the Contact Center Manager to develop and execute process improvements that suppor...