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 ResponsibilitiesTeam 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
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
Job Type & Location
This is a Permanent position based out of Troy, MI.
Pay and Benefits
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
Workplace Type
This is a fully onsite position in Troy,MI.
Application Deadline
This position is anticipated to close on May 12, 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.
