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Contact Center Manager

Our Contact Center Manager position is responsible for planning, organizing, leading, controlling ... Provide coaching and direction to all associates within department that promote continued ...

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How much do contact center associate jobs pay per hour?

As of Jun 11, 2026, the average hourly pay for contact center associate in the United States is $21.89, according to ZipRecruiter salary data. Most workers in this role earn between $19.23 and $24.04 per hour, depending on experience, location, and employer.

How does a Contact Center Associate typically collaborate with other departments to resolve customer issues?

Contact Center Associates often work closely with teams such as technical support, billing, and product specialists to resolve complex customer inquiries. When an issue falls outside their direct expertise or authority, associates escalate cases or coordinate with the relevant department, ensuring accurate and timely solutions. Effective communication and documentation are essential, as associates need to relay customer details and follow up as needed to track progress. This collaborative environment helps associates learn about different business functions, potentially opening pathways for career advancement within the company.

What are Contact Center Associates?

Contact Center Associates are professionals who handle inbound and outbound customer interactions on behalf of a company, typically via phone, email, chat, or social media. They assist customers with inquiries, resolve issues, process orders, and provide information about products or services. Strong communication, problem-solving skills, and the ability to manage multiple tasks are essential for this role. Contact Center Associates play a key part in ensuring customer satisfaction and maintaining a positive company image.

What are the key skills and qualifications needed to thrive as a Contact Center Associate, and why are they important?

To thrive as a Contact Center Associate, you need excellent communication skills, problem-solving abilities, and typically a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, call center telephony systems, and basic computer applications is often required. Strong interpersonal skills, patience, and the ability to remain calm under pressure help associates deliver outstanding customer experiences. These skills ensure efficient issue resolution, enhance customer satisfaction, and support team performance in a fast-paced, service-oriented environment.
What cities are hiring for Contact Center Associate jobs? Cities with the most Contact Center Associate job openings:
What are the most commonly searched types of Contact Center jobs? The most popular types of Contact Center jobs are:
Who are the top companies hiring for Contact Center Associate jobs? The top employers for Contact Center Associate jobs are:
What states have the most Contact Center Associate jobs? States with the most job openings for Contact Center Associate jobs include:
Contact Center Associate jobs near you
Infographic showing various Contact Center Associate job openings in the United States as of June 2026, with employment types broken down into 2% As Needed, 74% Full Time, 22% Part Time, 1% Temporary, and 1% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $45,538 per year, or $21.9 per hour.
Contact Center Representative

Contact Center Representative

Mass Bay Credit Union

Roxbury Crossing, MA

$19.25 - $25/hr

Other

Posted 8 days ago

Job description

Job title
Contact Center Associate
Reports to
Contact Center Supervisor
Status
Non-exempt
Job purpose
Provides quality information and exceptional member service and support by telephone and/or electronic communications. Adhere to the PICK US culture through exceptional member service during every member interaction. Handles all member transactions with complete discretion and confidentiality.
Duties and responsibilities
The Contact Center Associate is a key role within the Contact Center focused on providing exceptional service to Mass Bay Credit Union members in line with the credit union's multi-channel service strategy. Primary responsibilities involve communicating with members and prospects via phone, email, ITM and secure messaging. This role offers the development of skills and job knowledge providing for advancement opportunities across the organization.
Member Service Experience
  • Verbal and written customer service skills across multiple communication channels
  • Process transactions, member correspondence via the telephone and all electronic communications.
  • Provide outstanding member experience to Mass Bay members and prospects via phone, email, ITM, secure messaging and other channels utilized by the Credit Union.
  • Ability to support the departments' efforts to deliver exceptional member experience.
  • Review and complete online membership applications. Ensure all necessary documentation has been received and applicants meet the guidelines of membership acceptance.
  • Be able to demonstrate a high level of proficiency with Mass Bay Credit Union's products and digital technology offering.
Operational Proficiency
  • Assumes additional responsibilities including projects, testing, training, etc. commensurate with experience. Embrace new and emerging technologies to support operations and members through flexibility and the ability to learn and adapt to change.
  • Work as team within the Contact Center and across Mass Bay Credit Union; Collaborate. Communicate. Support.
  • Identifies and reports fraud or suspected fraud occurrences. Is continuously aware of fraud engineering threats and knows what action to take to protect members and the Credit Union.
  • Transfer calls to the appropriate department.
  • Initiates address changes, member contact information updates, stop payments, debit card ordering, debit card cancellation, fraud disputes and account inquiries through each electronic channel utilized by the Credit Union.
Business Acumen and Technical Knowledge
  • Proficient utilizing desktop applications such as MS Office (Excel, Word, Exchange)
  • Proficient with mobile technology/platforms/devices, personal computing systems, apps, and email/messaging platforms
  • Systems proficiency and navigation
  • Digital Technology (includes online banking & mobile platforms)
Support "PICK US"
  • Submit referrals to other Mass Bay Credit Union departments to expand existing member relationships.
  • Strong advocacy for the Mass Bay Credit Union brand
  • Engage in growth activities to include uncovering member needs, offering solutions, closing the business, follow-up, outbound calling and recording each point of member contact in the Credit Union's system of record.
Qualifications
  • Associate or bachelor's degree and/or 6 months - 2 years' experience in a banking/financial services and/or contact center experience preferred
Working conditions
  • Works mostly at desk with a chair.
  • Traveling to other branch locations may be required.
Physical requirements
  • Ability to lift and carry objects up to 25 pounds.
  • Ability to use a keyboard, monitor and other standard office equipment.

Direct reports
N/A

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