CALL CENTER MANAGER

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

Benefits offered by this job

Relocation assistance

Job summary

gpac in Reno, NV is partnering with a respected financial institution to recruit a Call Center Manager who will lead its Member Sales and Service Center. You will coach and develop a high-performing team, drive service and sales goals, and optimize staffing and processes within a modern CCaaS environment.

The role emphasizes leadership, operational efficiency, and leveraging QM, WFM, analytics, and AI tools to enhance member and agent experiences.

Qualifications

• 3–5 years of proven management experience in CCaaS or contact centers.
• Strong coaching, team development, and performance management skills.
• Experience with contact center operations, SLAs, and escalations.
• NMLS registration required.

Responsibilities

• Coach, develop, and manage contact center employees.
• Drive service, sales, productivity, and team-performance goals.
• Monitor staffing, wait times, and service levels.
• Resolve escalated member concerns and complex issues.
• Oversee hiring, onboarding, training, retention, and reviews.
• Manage CCaaS technology and related tools.
• Use QM, WFM, analytics, and AI to improve experiences.
• Lead projects to streamline processes and increase efficiency.

Skills

Coaching

Team development

Performance management

CCaaS leadership

Staffing

Scheduling

Education

Bachelor's degree in business, finance, or related field

Tools

CCaaS platform

Workforce management software

Analytics tools

AI tools

Job description

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?

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

All qualified applicants will receive consideration without regard to race, age, color, sex (including pregnancy), religion, national origin, disability, sexual orientation, gender identity, marital status, military status, genetic information, or any other status protected by applicable laws or regulations.