CALL CENTER MANAGER

gpac; Carson City (NV); Hybrid; USD 90,000 - 110,000; Full time

Benefits offered by this job

Relocation assistance

Job summary

Confidential Financial Institution is seeking a Call Center Manager to lead its Member Sales and Service Center in Reno. You will drive service, sales, and efficiency while coaching a high-performing team and improving CCaaS technology.

This role requires 3–5 years of management or CCaaS experience, strong coaching and communication skills, and willingness to relocate. Hybrid work arrangement after onsite start is available, with relocation support offered.

Qualifications

• 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 related field, or qualifying related experience.
• NMLS registration required.
• Ability to work onsite in Reno with moving to Hybrid 3 days/week- T,W,TH.
• Relocation assistance available.

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.

Skills

Management experience

CCaaS experience

Coaching & development

Service levels & escalations

Communication skills

Problem-solving

Decision making

Education

Bachelor’s degree in business/finance

NMLS registration

Job description

Call Center Manager – Financial Services Reno, Nevada | Relocation Candidates Welcome

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.

What You’ll Lead

• 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

What We’re Looking For

• 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
• Ability to work onsite in Reno with moving to Hybrid 3 days/week- T,W,TH
• Relocation assistance available

Why Consider This Opportunity?

• Salary up to $100,000 depending on experience*
• Lead and develop a customer-focused contact center team
• Influence strategy, technology, processes, and service delivery
• Gain hands-on exposure to CCaaS, AI, workforce management, and trend analytics
• Participate in enterprise-wide projects and operational improvements
• Build a long-term leadership career within financial services
• Relocation candidates will be considered

All inquiries will be handled confidentially.

Equal Opportunity Employer/Veterans/Disability