Contact Center Manager

About the Role

An established financial services organization is seeking a Contact Center Manager to lead the launch and growth of a brand-new contact center operation in Reno, Nevada. This is a unique opportunity to build a team from the ground up, shape processes, influence culture, and make a visible impact within a growing organization. The ideal candidate is a hands-on leader with contact center and financial services experience who can effectively manage operations, coach employees, and drive performance metrics while helping scale a new service center.

Responsibilities

• Lead and develop a new contact center operation in Reno.
• Manage an initial team of 4-6 employees, with future hiring responsibilities.
• Recruit, onboard, coach, and develop team members.
• Monitor service levels, operational performance, and customer satisfaction metrics.
• Drive sales and service performance while delivering exceptional customer experiences.
• Analyze and manage KPIs including service levels, hold times, response times, and quality metrics.
• Act as a working manager and support daily operations when needed.
• Serve as the local site leader and coordinate facility, vendor, and operational needs.
• Partner closely with executive and operational leadership on growth initiatives.
• Foster a positive, collaborative, and high-performing team culture.

Requirements

• 3+ years of leadership or people management experience.
• Contact center leadership experience OR strong branch banking leadership experience with contact center exposure.
• Background in banking, financial services, or credit unions.
• Experience coaching, developing, and managing employee performance.
• Demonstrated success managing customer service and operational metrics.
• Ability to build, motivate, and scale teams.
• Strong communication and interpersonal skills.
• Comfortable working in a hands-on player-coach environment.
• Strong technical aptitude and ability to navigate multiple systems.

Preferred Qualifications

• Contact center management experience within a financial institution.
• Experience launching, building, or expanding contact center operations.
• Credit union experience.
• Experience with:
  • Genesys
  • Fiserv DNA
  • Microsoft Dynamics 365 CRM
  • Loan Origination Systems
• Bachelor's degree or equivalent experience.

What We're Looking For

• A strong leadership presence.
• A passion for employee development and coaching.
• Experience managing service, sales, and operational metrics.
• The ability to thrive in a growing environment.
• A willingness to remain actively involved in day-to-day operations while leading a team.

Schedule

• Monday through Friday, approximately 9:00 AM - 6:00 PM PT.
• Participation in rotating Saturday coverage (typically up to two Saturdays per month).
• Adjusted weekday schedule when Saturday shifts are worked.

Pay

The pay range for this position is $70,000.00 - $100,000.00 per year. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Benefits

• Competitive base salary.
• Annual performance bonus opportunity.
• Comprehensive benefits package including:
  • Medical Insurance through Blue Cross Blue Shield for employees and eligible family members.
  • Dental Insurance through Guardian Dental.
  • Vision Insurance through EyeMed.
  • Company-paid Life Insurance at 2x annual salary, plus spouse and child life insurance coverage.
  • Company-paid Short-Term Disability and Long-Term Disability coverage.
  • Health Savings Account (HSA) with up to $2,000 annual employer contribution.
  • Flexible Spending Account (FSA) available for healthcare and dependent care expenses.
• 401(k) Plan with:
  • Up to 5% company match after one year of service.
  • Additional 5% employer contribution after one year of service.
• 152 hours of Paid Time Off annually (prorated during the first year).
• Paid Community Service Day with up to 8 hours of paid volunteer time.
• Paid Parental Leave of 4 weeks for birth or adoption after one year of service.
• Wellness Reimbursement of up to $750 annually for gym memberships, health coaching, or dietitian services.
• Thrive Wellness Program with incentives for participation in wellness activities.
• Employee Assistance Program (EAP) available for employees and family members.
• Tuition Reimbursement available after one year of service.
• $100 annual company logo wear allowance.
• Domestic Partner Benefits available for eligible partners.

Benefits generally become effective on the first of the month following the employee's start date.