Assistant Manager, Contact Center

We are seeking experienced, detaildriven professionals with a strong commitment to providing excellent Member service to join our team as the Assistant Manager, Contact Center.

This role is responsible for assisting the Contact Center Manager with the day-to-day management of the Contact Center and overseeing all aspects of both Member and employee experiences. This includes but is not limited to coaching and training staff, ensuring consistent excellent Member Service and identifying development opportunities within the department.

Justice Federal Credit Union has been recognized as a Best Credit Union to Work For five years running-and is also named as one of the Best Places to Work for Women in 2025; and one of America's Best Workplaces, as well as one of Virginia's Best Places to Work in 2026.

Key Job Functions:

• Leads and manages staff, including coaching, training, professional development and performance management.
• Tracks, analyzes, and formulates actionable insights on the Contact Center's key performance indicators. Proactively delivers concise synopses with recommendations to management in a turnkey format.
• Supervises workforce management including scheduling and queue management, to maintain operational efficiency and enhance both employee and member experiences.

Required Skills and Experience:

• Five to eight years of similar or related experience.
• A bachelor's degree, or achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree.
• Minimum of three years supervisory experience.
• Must be able to push, pull, or lift up to 50 lbs., as needed, and requires extended periods of sitting and/or standing and to be able to use PC, copier, scanner, fax, etc.

Employee Benefits Include:

Justice Federal does not provide Visa sponsorship to employees or candidates.

Compensation ranges are based on market data that enables Justice Federal Credit Union to remain competitive with other credit unions of similar asset size.

Submitted applications for this position are kept on file while this position is open. Candidates wishing to be considered for other vacancies must submit a separate application for each vacancy for which they would like to be considered.

Employment offers are extended within the compensation range of the position; and are commensurate with candidate experience, knowledge, and geographic location.

Disclaimer: Justice Federal reserves the right to fill this role at a higher/lower grade level based on candidate experience and/or business need.

Equal Opportunity/Affirmative Action employer. This company considers candidates regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.