Call Center Manager

About the role

I’m partnering with a respected financial institution seeking a Call Center Manager to lead its Member Sales and Service Center in Reno, Nevada. 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.
• Bachelor’s degree in business, finance, or a related field, or qualifying related experience.
• NMLS registration required.
• Ability to work onsite in Reno; relocation candidates are encouraged to apply.

How to Apply

All inquiries will be handled confidentially. Send resumes to: caroline.larkin@gogpac.com