Call Center Manager - Financial Services | Relocation
gpac
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Benefits offered by this job
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
Education
Tools
Job description
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.
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