CALL CENTER MANAGER

About the role

Are you a people-focused contact center leader who knows how to coach high-performing teams, strengthen the customer experience, and use technology to improve results? I'm partnering with a respected financial institution seeking a Call Center Manager to lead its Member Sales and Service Center in Reno. This is an excellent opportunity to influence team performance, service delivery, operational efficiency, and the continued development of a modern CCaaS environment.

Responsibilities

• Coach, develop, and manage contact center employees
• Drive service, sales, productivity, and team-performance goals
• Monitor staffing, agent availability, wait times, abandonment rates, and service levels
• Resolve escalated member concerns and complex operational issues
• Oversee hiring, onboarding, training, retention, and performance reviews
• Manage and continuously improve the organization's CCaaS technology
• Use quality management, workforce management, analytics, and AI tools to improve the member and agent experience
• Lead projects that streamline processes and increase efficiency

Requirements

• Three to five years of proven management experience and/or CCaaS technical experience
• Strong coaching, team-development, and performance-management abilities
• Experience managing contact center operations, service levels, and escalations
• Excellent communication, problem-solving, and decision-making skills
• Financial institution and consumer-lending experience preferred
• Bachelor's degree in business, finance, or a related field, or qualifying related experience
• NMLS registration required

Pay

Salary up to $100,000 depending on experience

Schedule