Contact Center Manager

TEKsystems; Reno (NV); Sur place; USD 70 000 - 100 000; Plein temps

Avantages offerts par ce poste

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

HSA with employer contribution

FSA available

401(k) with company match

Paid Time Off 152 hours/year

Volunteer time off

Résumé du poste

TEKsystems is seeking a Contact Center Manager to lead the launch of a brand-new operation in Reno, NV. You will build and manage a team from the ground up, shape processes, and partner with leadership to drive growth and member experience.

The role requires hands-on leadership, strong coaching skills, and a proven track record in contact center or banking settings. This onsite opportunity offers development and a robust benefits package.

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.

Responsabilités

• Lead and develop a new contact center operation in Reno.
• Manage 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.

Connaissances

Leadership

People management

Customer service metrics

Communication

Hands-on

Formation

Bachelor's degree or equivalent

Outils

Genesys

Fiserv DNA

Dynamics 365 CRM

Loan origination systems

Description du poste

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.

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

• 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.

Job Type & Location

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

Pay and Benefits

The pay range for this position is $70000.00 - $100000.00/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 Account (HSA) with up to $2,000 annual employer contribution. Flexible Spending Account (FSA) available for healthcare and dependent care expenses. 401(k) Plan with: Up to 5% company match after one year of service. Additional 5% employer contribution after one year of service. 152 hours of Paid Time Off annually (prorated during the first year). Paid Community Service Day with up to 8 hours of paid volunteer time. Paid Parental Leave of 4 weeks for birth or adoption after one year of service. Wellness Reimbursement of up to $750 annually for gym memberships, health coaching, or dietitian services. Thrive Wellness Program with incentives for participation in wellness activities. Employee Assistance Program (EAP) available for employees and family members. Tuition Reimbursement available after one year of service. $100 annual company logo wear allowance. Domestic Partner Benefits available for eligible partners. Benefits generally become effective on the first of the month following the employee's start date.

Job Type & Location

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

Application Deadline

This position is anticipated to close on Oct 29, 2026.

Workplace Type

This is a fully onsite position in Reno,NV.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.