Reno Contact Center Leader: Build & Grow Team

TEKsystems; Reno (NV); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

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

Job summary

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.

Responsibilities

• 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.

Skills

Leadership

People management

Customer service metrics

Communication

Hands-on

Education

Bachelor's degree or equivalent

Tools

Genesys

Fiserv DNA

Dynamics 365 CRM

Loan origination systems

Job description

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.