Contact Center Operations Leader

First Interstate; Billings (MT); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Paid Time Off

Student debt employer repayment

401(k) retirement plan with a 6% match

Job summary

First Interstate in Billings, MT is seeking a Contact Center Manager to lead the Client Support team and drive service excellence. Located at the Great West Center, this role focuses on leadership, compliance, and operational efficiency to deliver high client satisfaction.

The manager will supervise calls and digital channels, develop staff, and partner with senior leaders to streamline processes and training programs. Strong communication and problem-solving skills are essential.

Qualifications

• 1-3 years of relevant experience and/or training or an equivalent combination required.
• Experience in financial services or contact center environment preferred.
• Strong leadership and coaching abilities.

Responsibilities

• Provides strong leadership and supervision for the Client Support team, including telephone and digital channel support for internal and external clients, as well as account management activities.
• Partners with senior leadership to implement changes that streamline processes, improve operational efficiencies, and enhance the accuracy and quality of work.
• Assists the senior leadership team in developing, organizing, implementing, and maintaining effective policies, procedures, and training programs for staff.
• Supports the senior leadership team in developing employee goals, conducting performance reviews, facilitating promotions, and managing corrective action processes.
• Provides hands-on leadership and support for the day-to-day operations of the department and serves as an escalation point for client and operational issues.

Skills

Leadership

Communication

Regulatory compliance

Problem solving

Team development

Customer service

Education

High School Diploma or GED

Bachelor's degree preferred

Job description

First Interstate in Billings, MT is seeking a Contact Center Manager to lead the Client Support team and drive service excellence. Located at the Great West Center, this role focuses on leadership, compliance, and operational efficiency to deliver high client satisfaction.

The manager will supervise calls and digital channels, develop staff, and partner with senior leaders to streamline processes and training programs. Strong communication and problem-solving skills are essential.