Contact Center Manager – Lead Client Support & Operations

First Interstate Bank; Billings (MT); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Generous PTO

Student debt repayment programme

401(k) retirement plan with 6% match

Job summary

First Interstate Bank is seeking a Contact Center Manager in Billings, MT, to lead the Client Support team across phone and digital channels. The role focuses on delivering high-quality client service, driving operational efficiency, and ensuring policy and regulatory compliance.

The ideal candidate will supervise staff, manage performance reviews, and partner with senior leadership to implement process improvements that enhance customer satisfaction and SLAs while supporting ongoing team

Qualifications

• Strong written and verbal communication with professionalism
• Ability to lead and develop a team of client support staff
• Experience ensuring compliance with policies, procedures, and regulatory requirements
• Ability to analyze data, identify trends, and make informed decisions
• Experience in a financial services or contact center environment preferred

Responsibilities

• Provide leadership and supervision for the Client Support team, including telephone and digital channel support
• Collaborate with senior leadership to streamline processes and improve operational efficiency
• Develop and maintain staff policies, procedures, and training programs
• Conduct performance reviews, coaching, and employee development
• Act as escalation point for complex client calls and issues
• Monitor call quality and SLA adherence, and coach accordingly
• Ensure regulatory compliance and sound judgment in decision-making
• Oversee staffing, attendance, and service delivery in the department

Skills

Leadership

Communication

Coaching

Analytical thinking

Regulatory compliance

Education

Bachelor's degree preferred

High School Diploma or GED

Job description

First Interstate Bank is seeking a Contact Center Manager in Billings, MT, to lead the Client Support team across phone and digital channels. The role focuses on delivering high-quality client service, driving operational efficiency, and ensuring policy and regulatory compliance.

The ideal candidate will supervise staff, manage performance reviews, and partner with senior leadership to implement process improvements that enhance customer satisfaction and SLAs while supporting ongoing team