New

Assistant Call Center Manager

TEKsystems
$62,000.00 - $660,000.00 / yr
life insurance, paid time off, tuition reimbursement, 401(k)
United States, Michigan, Troy
Apr 25, 2026
Member Contact Center (MCC) Assistant Manager Location: Corporate Schedule: Monday-Friday, 9:00 AM-5:30 PM (Salary/Exempt) Weekends: 1-2 Saturdays per month (9:00 AM-1:00 PM), approximately every 3 weeks Our Opportunity The Member Contact Center (MCC) Assistant Manager supports the MCC Manager in leading the Member Contact Center and Electronic Services (ES) teams. This role is responsible for coaching team members, supporting daily operations, and ensuring a high-quality member experience across phone and digital service channels. The Assistant Manager plays a key role in driving sales performance, service excellence, and team development while supporting the organization's mission and service promises. This is a salaried role with flexibility in scheduling. Occasional Saturday coverage is required and will be coordinated in advance with leadership. Key Responsibilities Team Leadership, Support & Coaching * Coach and support approximately 8 Member Contact Center agents across phone and digital channels. * Monitor calls and digital interactions, providing timely feedback to improve service quality and sales outcomes. * Assist team members with complex and escalated member situations. * Promote teamwork, accountability, and strong communication within the department and across the organization. Member Service & Digital Experience * Lead and support member interactions across multiple channels, including: * Phone (inbound calls) * Interactive Video Teller (IVT) / VTM (ATM video chat) * Chat, text messaging, email, and online applications * Support a high-volume inbound call environment averaging: * ~5,000 calls per month * 25-30 calls per agent per day, with an emphasis on quality over quantity * Ensure a consultative service approach that identifies member needs and recommends appropriate products and services. Sales & Performance Accountability * Coach team members to meet loan and product sales goals, including: * Completing applications over the phone * Upselling products and services when appropriate * Hold team members accountable for sales and service performance metrics. Operations & Reporting * Partner with the MCC Manager on daily operations, staffing, and scheduling. * Review service and sales metrics; assist with reporting and performance tracking. * Identify opportunities for process improvement, service enhancements, and team development. * Support cross-training initiatives, loan processing, and member services activities as needed. Compliance & Risk Management * Ensure adherence to all company policies and regulatory requirements, including BSA, Patriot Act, and OFAC. * Handle sensitive member information with professionalism, discretion, and confidentiality. Qualifications Experience & Education * 2-5 years of experience in a contact center, financial services, and/or supervisory role. * High school diploma or GED required. Skills & Abilities * Strong leadership, coaching, and communication skills. * Ability to analyze performance metrics and financial information. * Comfortable working in a fast-paced, high-volume contact center environment. * Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint. * Knowledge of lending practices, financial products, and member service principles. * Excellent problem-solving, organizational, and time management skills. Job Type & LocationThis is a Permanent position based out of Troy, MI. Pay and BenefitsThe pay range for this position is $62000.00 - $660000.00/yr. The Perks of Being Part of the team: When you join you're not just taking a job-you're joining a community. From milestone anniversaries to our legendary chili cook-off, we believe in recognizing achievements and building connections through fun, shared experiences. We offer a comprehensive benefits package designed to support the well-being of our employees: Competitive Base Compensation: Competitive salary with eligibility for performance-based incentives. Paid Time Off: PTO available to support work-life balance, in addition to 13 paid company holidays per year. Wellness & Volunteer Time: Additional time off to support employee wellness and community involvement. Health Insurance Coverage: Multiple low deductible medical plan options, as well as dental and vision coverage. Employer-Paid Coverage: Company-paid life insurance and short- and long-term disability coverage. Flexible Spending Accounts (FSA): Options for both medical and dependent care FSAs. Education Assistance: Tuition reimbursement and student loan repayment support to help advance your education and career. Retirement Benefits: 401(k) plan with up to 4% company match, plus an additional 4% profit-sharing contribution. Employee Assistance Program (EAP): Confidential support services for personal and professional challenges Workplace TypeThis is a fully onsite position in Troy,MI. Application DeadlineThis position is anticipated to close on May 8, 2026. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.