Contact Center Performance Leader

Rio; McAllen, Northern (TX, KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Rio Bank seeks a Contact Center Manager to lead daily operations, coach staff, and ensure exceptional customer service. You will monitor KPIs, manage call-center software, and drive process improvements while maintaining high standards of confidentiality and compliance.

The role requires 3+ years in banking or contact center environments, strong leadership, and proficiency with Microsoft Office and contact center systems. Located at Headquarters - McAllen; on-site position.

Qualifications

• Requires high school diploma or equivalent and 3 years banking/contact center experience.
• Demonstrates strong leadership, team development, and performance management.
• Excellent verbal, written, and interpersonal communication; maintains customer confidentiality.

Responsibilities

• Manage, train, schedule, and develop Contact Center staff across all functional areas.
• Recruit, onboard, train, evaluate, and mentor team members.
• Establish and maintain departmental performance standards and service expectations.
• Perform Customer Support Specialist duties to maintain service levels.
• Develop, implement, and enforce Contact Center policies and procedures.
• Utilize chat, screen sharing, and live video to provide efficient customer support.

Skills

Leadership

Team development

Performance management

Integrity & confidentiality

Communication

Customer service orientation

Problem solving

Attention to detail

Interpersonal skills

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Contact center systems

Job description

Rio Bank seeks a Contact Center Manager to lead daily operations, coach staff, and ensure exceptional customer service. You will monitor KPIs, manage call-center software, and drive process improvements while maintaining high standards of confidentiality and compliance.

The role requires 3+ years in banking or contact center environments, strong leadership, and proficiency with Microsoft Office and contact center systems. Located at Headquarters - McAllen; on-site position.