Reno Contact Center Leader: Launch & Scale Team

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

Benefits offered by this job

Health Insurance

401(k) with employer match

Paid Time Off

Life Insurance

Disability insurance

Wellness Reimbursement

Tuition Reimbursement

Employee Assistance Program

Gym membership reimbursement

Job summary

TEKsystems is seeking a Contact Center Manager to lead the launch and growth of a brand-new contact center operation in Reno, Nevada. You will build and scale a team, shape processes, and influence culture to deliver exceptional member experiences.

The role requires hands-on leadership across recruiting, coaching, and daily operations, with responsibility for service, sales, and operational metrics in a financial services environment.

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 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.

Skills

Leadership

People management

Customer service metrics

Communication

Hands-on leadership

Technical aptitude

Education

Bachelor's degree or equivalent experience

Tools

Genesys

Fiserv DNA

Microsoft Dynamics 365 CRM

Loan Origination Systems

Job description

TEKsystems is seeking a Contact Center Manager to lead the launch and growth of a brand-new contact center operation in Reno, Nevada. You will build and scale a team, shape processes, and influence culture to deliver exceptional member experiences.

The role requires hands-on leadership across recruiting, coaching, and daily operations, with responsibility for service, sales, and operational metrics in a financial services environment.