Contact Center - Contact Center Assistant Manager I

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:

• 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

Here is what we are looking for:

Education & Experience

• 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
• Call Center or Contact Center experience preferred

Skills & Competencies

• 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; experience with Symitar and ACD systems preferred

What we offer: 

• Great team! 
• You can’t beat a role in sunny San Diego! 
• 18 days of PTO in your first year plus 12 holidays a year!
• 6% 401(k) match
• Full benefits package including medical, dental, vision, life insurance, etc. 

If this sounds like an amazing opportunity to you (because ya, it is!), we want to hear from you!  

Base Pay/Salary: $70,000 - $80,000 per year, plus incentives!*

*Actual base pay within this range will be determined by several components, including but not limited to, relevant experience, internal equity, skills, qualifications, and other job-related factors permitted by law. 

Your privacy is very important to Mission Federal Credit Union. The California Consumer Privacy Act (“CCPA”)/ California Privacy Rights Act (CPRA) requires Mission Federal Credit Union to inform California residents, including job applicants, of the categories of personal information we collect and the purpose for which the personal information will be used. This job applicant notice and the CCPA/CPRA notice provides the disclosures required by the CCPA/CPRA and applies only to applicants who are subject to the CCPA/CPRA.   

Mission Federal Credit Union is an Equal Opportunity Employer. All applicants will receive consideration without regard to race, sex, color, creed, religion, age, marital status, sexual orientation, national origin, physical or mental disability, veteran status, or any other class protected by law. INDMF #LI-Hybrid

Salary : $70 - $80