🌟 Our client, a great financial services organization, is hiring an Assistant Manager for their busy call center.
Assistant Call Center Manager
📍 [Manhattan, NY; Onsite position]
💼 Full-Time | Member Experience & Leadership | Growth Opportunity
Do you thrive in a fast-paced environment where every conversation matters? Are you a natural coach who inspires others to perform at their best? If you’re passionate about developing people, improving processes, and delivering top-tier member experiences—we want you on our team.
We're looking for an Assistant Manager to lead, support, and grow a team of 12–15 Member Service Representatives (MSRs) in a high-volume contact center environment. You'll play a key role in driving performance, coaching team members, and ensuring we deliver an outstanding first-call resolution experience.
What You’ll Do
✔ Lead, coach, and inspire a team of MSRs to hit performance and quality goals
✔ Monitor live and recorded calls to deliver real-time coaching and feedback
✔ Handle escalated member calls and act as the go-to expert for process questions
✔ Track key KPIs (speed to answer, quality scores, adherence) and translate results into action
✔ Drive process improvements and recommend enhancements based on call trends and member feedback
✔ Collaborate with third-party vendors and support internal teams during peak volume
✔ Conduct regular one-on-ones, performance appraisals, and development planning
✔ Serve as a backup in the queue when needed—we’re all hands on deck when it counts
What You Bring
🔹 3–5 years of call center experience within a high-volume call center setting (required)
🔹 At least 2 years in a Team Lead or supervisory role (required)
🔹 Prior experience in banking or financial services (preferred)
🔹 Sales experience is a plus—we love goal-getters!
🔹 Excellent communication, time management, and multitasking skills
🔹 Tech-savvy and comfortable with reporting tools and call systems
🔹 A positive, proactive mindset with a passion for coaching and team development
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