Assistant Manager, Engagement Center​/Call Center

Assistant Manager, Member Engagement Center / Call Center

Abound Credit Union is seeking a friendly, enthusiastic personality to serve as the principal assistant to the Call Center Manager. The role involves planning, scheduling, supervising, and evaluating call center workflow and staffing.

• Serves as first‑line supervisor for call center agents.
• Supports the call quality program within MRB and conducts employee coaching as directed by the manager.
• Coaches and trains staff providing prompt, accurate and friendly service.
• Monitors call volumes using information gathered from daily, weekly, and monthly reports.
• Develops schedules using an Erland C calculator, historical call volumes, goal wait times and expected staffing needs.

• Bachelor’s degree or related field or equivalent work experience.
• Customer service management experience and specialized financial courses a plus.
• Ability to effectively communicate Credit Union products and services.
• Self‑motivated and enthusiastic with a willingness to support others on your team.
• Maintain a professional and friendly demeanor.
• Ability to proficiently operate a computer, calculator, and copier.

• Pension
• Health, Dental, Vision and Other Insurance Coverage
• Paid Personal Time Off
• Paid Holidays
• Life Insurance
• Short and Long‑Term Disability
• 401(k) with matching funds
• Tuition Reimbursement
• HSA, FSA, and Dependent Care Spending Accounts

Full job description will be provided if you are selected for an interview.

Abound Credit Union is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, gender, gender expression, genetic information, age, national origin, disability, marital status, sexual orientation, veteran status or other applicable legally protected characteristics.