Call Center Manager

gpac; Reno (NV); On-site; USD 80,000 - 120,000; Full time

Job summary

gpac is seeking a Call Center Manager for its Financial Services division in Reno. The role leads the Member Sales and Service Center, shaping service delivery, performance, and CCaaS technology strategy to improve efficiency and member experience.

The ideal candidate has 3–5 years of management or CCaaS experience, strong coaching and performance management skills, and is able to work onsite in Reno with relocation options available.

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.
• 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.

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

Coaching

Performance management

CCaaS experience

Education

Bachelor's degree or related experience

Tools

CCaaS technology

Quality management

Workforce management

Analytics

AI tools

Job description

Reno, Nevada | Relocation Candidates Welcome I'm partnering with a respected financial institution seeking a

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

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.