Assistant Manager, Member Service Center (Call Center)
NewBe an early applicantAssistant Member Service Center Manager (Call Center) - Summary
Are you a people-focused leader who thrives in a fast-paced service environment? As the Assistant Member Service Center Manager, you will help lead the daily operations of our Member Service Center (Call Center) while coaching employees, improving team performance, and ensuring every interaction delivers an exceptional member experience. This role is ideal for a hands-on leader who is ready to make decisions, develop talent, and help the team achieve its goals.
What You'll Do as an Assistant Member Service Center Manager
Lead and Develop the Team
- Supervise and support both on-site and remote employees in a call center environment
- Set clear expectations and provide real-time coaching
- Recognize strong performance and support employee growth
- Participate in hiring, onboarding, training, and performance evaluations
Drive Daily Operations
- Make staffing, scheduling, workflow, and service-level decisions
- Review timecards and adjust resources based on service demands
- Step in to assist with calls, chats, service tickets, account servicing, and escalated member concerns
Monitor and Improve Performance
- Track service and productivity metrics using reporting and Wallboard tools
- Take action when performance falls outside established expectations
- Identify operational trends, service risks, and improvement opportunities
- Communicate concerns and recommended solutions to leadership
Support Consistency and Compliance
- Reinforce procedures and support the rollout of new initiatives
- Maintain knowledge of operational systems and service tools
- Follow applicable policies, regulatory requirements, and risk controls, including BSA and SAFE Act requirements
About AmeriCU Credit Union
AmeriCU is a not-for-profit credit union based in Rome, NY with over $3 billion in assets and serving more than 200,000 members across Central New York and beyond. For over 75 years, we have remained committed to our members, employees, and communities.
We are proud to have been recognized as one of the Best Companies to Work for in New York State and named by American Banker as one of the Best Credit Unions to Work for in the United States.
Learn more:
- https://www.americu.org/in-our-community/
- https://www.americu.org/why-americu/