Description
The VXP Contact Operations Associate Manager is responsible for supporting the daily operations of the Contact Center and ITM channels. This role provides leadership, coaching, and operational oversight to ensure exceptional member experiences across digital and remote service platforms. The Associate Manager partners with the VXP Contact operations manager to drive performance, service quality, workforce optimization, compliance, and continuous improvement initiatives while supporting the successful operation of the call center and ITMs.
Join Our Team at Del Norte Credit Union!
We’re more than a financial institution, we’re a community. Guided by our mission of Improving Lives and vision of being Authentically New Mexico, we embrace Del Norteño Pride, reflecting our commitment to community, culture, and connection. Recently recognized as a Platinum-Level Family Friendly Business, we value People Focus, Collaboration, and Continuous Learning.
Location
Rio Rancho, NM
Essential Functions & Responsibilities:
- Assist in managing the day-to-day operations of the Contact Center.
- Ensure consistent delivery of exceptional customer/member experiences through phone, chat, video, email, and digital channels.
- Manage to service-level goals by monitoring call volumes, queue performance, service levels, and agent productivity, ensuring timely and effective member support.
- Manage to ITM service-level goals by monitoring performance metrics, availability, service levels, and member adoption, ensuring reliable access and an exceptional member experience.
- Oversee operational effectiveness of Interactive Teller Machine services and remote teller activities.
- Identify opportunities to optimize ITM utilization and improve the member experience.
- Coordinate with branch, operations, and technology teams to resolve ITM-related issues.
- Support workforce management activities including scheduling, forecasting, and staffing recommendations.
- Analyze operational metrics and identify opportunities for performance improvement.
- Collaborate with leadership to implement process enhancements and service strategies.
Salary
Starting pay: $57,572.06 – $71,965 annually, based on qualifications, internal equity, and budget.
Benefits:
- Medical, Dental, Vision Insurance (available first of the month after hire)
- Spanish Speaking Incentive
- 401(k) – Traditional or Roth options
- Paid Time Off and 11 Paid Holidays
- Employer-Paid Benefits: EAP, Short-Term & Long-Term Disability
- Additional perks: Wellness Reimbursement, Educational Assistance, Development Programs
Requirements
Experience:
Three to five years of experience in contact center, member service, banking operations, or customer experience management.
One to three years of leadership, supervisory, or team lead experience.
Education:
(1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.
Interpersonal Skills:
Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Other Skills:
Leadership (Developing)
Contact Center Operations (Developing)
Call Quality Assurance Management (Intermediate)
Career Development and Coaching (Developing)
Physical Requirements:
This position is primarily sedentary and requires the ability to remain seated or standing for extended periods while operating a computer and other office equipment. Manual dexterity is needed for typing, using a mouse, and handling documents. The role may involve occasional reaching, bending, or manipulating objects, as well as light lifting of up to 15 pounds. Visual and auditory acuity are required for reading documents, creating content, and communicating effectively. Reasonable accommodations will be provided to enable individuals with disabilities to perform essential job functions.
Work Environment:
Work is primarily performed in a professional office setting. The environment is generally quiet to moderate in noise levels and involves regular interactions with peers, vendors, community partners and the public. The role requires occasional travel between office locations and may include periodic extended hours to meet project deadlines or support events. Employees may experience occasional exposure to outdoor conditions while traveling or attending events.
Skills Required
- Three to five years of experience in contact center, member service, banking operations, or customer experience management.
- One to three years of leadership, supervisory, or team lead experience.
- Completion of a two-year college degree OR specialized certification/licensing OR vendor training OR apprenticeship/job-specific skills.
- Experience with call quality assurance management.
- Experience with contact center operations and workforce management activities (scheduling, forecasting, staffing recommendations).
- Strong interpersonal skills including conflict resolution, confidentiality, diplomacy, and relationship-building.
- Ability to perform primarily sedentary computer-based work, occasional light lifting (up to 15 pounds), and occasional travel between office locations.
What We Do
Del Norte Credit Union (DNCU) is a member-owned, not-for-profit financial institution based in New Mexico. Chartered in 1954, its mission is to improve lives by providing members with unparalleled, sound, and unbiased financial advice. DNCU serves as a community partner, offering a wide array of financial services, including checking and savings accounts, auto loans, and mortgages to its members.
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