Assistant Manager Contact Center

The Contact Center Assistant Manager supports the daily leadership, coaching, and operational effectiveness of the Contact Center. This role assists in overseeing phone operations, chat, secure messaging, and virtual service interactions. The Assistant Manager ensures consistent service delivery, supports first-level technology troubleshooting, provides escalated member assistance, and fosters a collaborative, service-focused team environment.

The Assistant Manager serves as a working leader—supporting staff on the floor, assisting with scheduling and workflow coordination, performing quality reviews, and stepping into representative, specialist, or lead duties during peak periods.