Job Description

Position Overview

The Assistant Call Center Manager supports the Manager in leading a small, high-impact Member Contact Center (MCC) and Electronic Services (ES) team. This role focuses on operational excellence, service quality, and sales performance across phone and digital channels.

The ideal candidate brings strong call center leadership experience, comfort in high-stress environments, and the ability to coach teams toward results. This role is well-suited for a leader who can drive change, balance service and sales, and cultivate a high-performing, member-focused culture.

Key Responsibilities

Team Leadership & Coaching

• Lead and support an 8–10 person Member Contact Center and Electronic Services team
• Coach team members in real time to improve service quality, consistency, and sales performance
• Monitor calls and digital interactions and provide ongoing, actionable feedback
• Address complex and escalated member situations with professionalism and care
• Foster teamwork, accountability, and strong internal communication

Member Service & Sales

• Support member interactions across multiple channels, including phone, chat, email, text, video (IVT/VTM), and online applications
• Ensure a consultative, relationship-based service approach that identifies member needs and recommends appropriate products
• Coach and hold team accountable to loan and product sales goals
• Support application completion over the phone and appropriate upsell/cross-sell efforts
• Emphasize quality of interaction over call volume

Contact Center Operations

• Manage a high-volume inbound environment averaging:
  • Approximately 5,000 calls per month
  • 25–30 calls per team member per day
• Partner with the Manager on daily operations, staffing, scheduling, and performance management
• Review service and sales metrics; support reporting and performance tracking
• Identify trends and opportunities to improve processes, tools, and service delivery
• Assist with cross-training, loan, and member service activities

Compliance & Risk

• Ensure adherence to policies, procedures, and regulatory requirements including BSA, Patriot Act, and OFAC
• Handle confidential and sensitive information with discretion and professionalism

Required Qualifications (Must Haves)

Experience & Education

• 2–5 years of experience in a contact center, financial services, or comparable customer-focused environment
• High school diploma or GED required
• Experience supervising, coaching, or leading others (formal or informal leadership)

Skills & Competencies

• Proven call center operational knowledge (financial services experience is a plus, but not required)
• Background in relationship-based service and sales , not purely transactional support
• Ability to manage longer, in-depth customer conversations
• Experience in high-stress, high-impact environments (e.g., automotive, manufacturing, dealership, warranty, loan servicing)
• Strong coaching, leadership, and motivational skills
• Ability to multitask and prioritize in a fast-paced environment
• Strong verbal and written communication across phone, email, and digital platforms
• Comfortable analyzing performance metrics and financial information
• Proficient in Microsoft Word, Excel, Outlook, and PowerPoint

Licensing & Requirements

• Ability to obtain and maintain NMLS registration
• Ability to obtain and maintain notary designation
• Ability to be bonded

Preferred Qualifications (Nice to Have)

• Previous people management experience with a focus on growth and sales performance
• Strong balance of service excellence and sales leadership
• Experience in consultative or relationship-based sales environments
• Background in auto, lending, or similar industries combining sales volume and service complexity

Team & Environment

• Small, close-knit contact center team (8–10 members)
• Emphasis on trust, professionalism, and collaboration
• Culture focused on coaching, development, and continuous improvement

This is a Permanent position based out of Troy, MI.

The 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

This is a fully onsite position in Troy,MI.

This position is anticipated to close on May 12, 2026.

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.

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