VXP Contact Operations Associate Manager - Rio Rancho, NM

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