Assistant Communication Center Manager

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Assistant Communication Center Manager

Company: Spectra Credit Union

Location: Alexandria, VA

Are you a service-focused leader who thrives on coaching teams, improving operational performance, and creating exceptional member experiences? If you're passionate about developing employees and driving results in a fast-paced environment, Spectra Credit Union is looking for an experienced Assistant Communication Center Manager to join our team.

Position Overview

The Assistant Communication Center Manager supports the daily operations of the Communication Center, helping to enhance member satisfaction, service quality, operational efficiency, and employee engagement.

The ideal candidate is a collaborative and member-focused leader who excels at coaching employees, improving performance, and fostering a culture of service excellence across all communication channels.

What qualities are we looking for in an Assistant Communication Center Manager?

Member Service Focused

Strong Leader and Coach

Relationship Builder

Strategic Problem Solver

Results Driven

Adaptable and Self-Motivated

Effective Communicator

Team-Oriented Collaborator

Organized and detail-oriented

Positive and Professional

Decision Maker

Continuous Improvement Mindset

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The position's essential duties include the following:
Direct, develop, coach, and motivate Communication Center team members.

Provide ongoing feedback, performance coaching, and development opportunities.

Assist with onboarding, training, and employee development initiatives.

Conduct team meetings to communicate service goals, operational updates, and departmental initiatives.

Monitor employee performance metrics and coach staff to improve member experience, productivity, and service quality.

Assist in resolving member escalations and employee concerns.

Support the planning and execution of initiatives that align with strategic and departmental goals.

Monitor call quality, service standards, and performance metrics to ensure exceptional member service.

Foster a culture of member-centric service excellence and continuous improvement.

Support efforts to strengthen member relationships and promote products and services that meet member needs.

Monitor daily Communication Center operations, including service levels, call volumes, response times, and productivity goals.

Assist with workforce management activities, including scheduling, forecasting, staffing adjustments, and queue management.

Analyze operational reports and performance metrics to identify trends and improvement opportunities.

Ensure compliance with departmental procedures, service standards, and regulatory requirements.

Support the implementation of new products, services, technologies, and operational processes.

Maintain compliance with applicable laws and regulations, including but not limited to the Bank Secrecy Act, USA PATRIOT Act, and Office of Foreign Assets Control requirements.

Education & Experience

Associate degree or completion of a specialized course of study at a business or trade school required. Equivalent relevant work experience may be considered.

Two to five years of related experience in leadership, supervision, call center operations, member service, contact center operations, or a financial institution environment.

Contact center, customer service, or supervisory certifications preferred.

Demonstrated leadership, coaching, and employee development experience.

Knowledge of contact center operations, workforce management, quality assurance, and service metrics.

Strong analytical, decision-making, and problem-solving skills.

Excellent verbal and written communication skills.

Proficiency with contact center systems, CRM platforms, workforce management tools, and Microsoft Office applications.

Why Join Spectra Credit Union?

At Spectra Credit Union, we believe our employees are our greatest asset. As the Assistant Communication Center Manager, you'll play a key role in developing talent, enhancing the member experience, and driving operational excellence while helping your team achieve success.

Are you ready to build a more vibrant future? This is more than a job; it's an opportunity to lead, inspire, and make a meaningful impact on both employees and members every day.