Contact Center Manager

Job Description

Job Description

About the Opportunity

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.

Key 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.

Required Qualifications

• 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

The successful candidate will have:

• 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

Compensation & Benefits

• Competitive base salary
• Annual performance bonus opportunity
• Comprehensive benefits package
• 401(k) program
• Professional development and growth opportunities

Why Join?

• Build a new contact center operation from the ground up.
• Opportunity to make a significant impact on organizational growth and member experience.
• Strong culture focused on collaboration, development, and service excellence.

If you're a motivated financial services leader who enjoys building teams, driving results, and creating exceptional customer experiences, we'd love to hear from you.

Job Type & Location

This is a Permanent position based out of Reno, NV.

Pay and Benefits

The pay range for this position is $ - $ /yr.

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.

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