Financial Services Customer Care Center Site Manager

Job Description

Job Description

RemX is seeking an experienced Customer Care Center Site Manager to lead a growing customer contact center operation for a premier financial institution. As a senior leader, the Site Manager will work closely with executive leadership to align staffing, leadership coverage, employee support, and operational objectives with business needs.

This individual will be responsible for leading leaders, improving operational performance, developing talent, enhancing the customer experience, and driving strategic initiatives through a data-driven approach. This is not simply a call center management role. The ideal candidate is a business leader with experience leading managers and supervisors while driving performance across large-scale service operations.

Title: Customer Care Center Site Manager

Location: Little Rock, AR 72223 (Onsite)
Employment Type: Direct Hire
Schedule: The Customer Care Center operates Mon-Fri 7am-7pm (occasional Sat based on business needs)

Compensation: Competitive compensation package offered. Details will be discussed during the interview process.

Key Responsibilities Leadership & Talent Development:

• Lead and develop Supervisors, Team Leads, Assistant Managers, and other frontline leaders
• Foster a culture of accountability, ownership, professionalism, and continuous improvement
• Coach and develop leaders to improve performance, engagement, and operational results
• Build leadership bench strength and succession plans
• Partner with Human Resources on talent management and employee relations initiatives

Contact Center Operations:

• Direct daily contact center operations while ensuring service, quality, productivity, and customer experience goals are achieved
• Monitor and improve key performance metrics including:
• • Service Level
  • Occupancy
  • Adherence
  • Average Handle Time (AHT)
  • Productivity
  • Quality Scores
  • Customer Satisfaction
• Manage staffing, attendance, scheduling, and workforce planning activities
• Identify operational risks and implement corrective action plans

Strategic Improvement:

• Analyze operational data and performance trends to identify opportunities for improvement
• Develop and execute initiatives that enhance customer satisfaction, employee engagement, operational efficiency, and service delivery
• Lead organizational change initiatives and gain stakeholder buy-in
• Utilize dashboards, scorecards, trend analysis, and reporting to support decision-making

Cross-Functional Partnership Collaborate with:

• Human Resources
• Workforce Management
• Training
• Quality Assurance
• Risk Management
• Operations Leadership

Technology & Process Improvement:

• Leverage CRM, Workforce Management, Telephony, Reporting, and Quality platforms
• Improve operational consistency through documentation and process standardization
• Identify opportunities to improve efficiency through technology and automation

Preferred Qualifications:

• Experience leading large-scale contact center operations
• Workforce Management and forecasting experience
• Change management experience
• Multi-site operational leadership experience

Ideal Candidate:

• Experience leading managers and supervisors
• Managed contact center operations supporting 50+ employees
• Proven track record improving service levels, quality, and customer satisfaction
• Uses data and metrics to solve operational challenges
• Drives employee engagement, accountability, and performance
• Partners effectively with executive leadership to achieve business objectives

Required Qualifications:

• Bachelor's Degree preferred or equivalent leadership experience
• 5+ years of Contact Center, Customer Care Center, or Call Center leadership experience
• Experience leading leaders, including Supervisors, Team Leads, Assistant Managers, or Managers
• Strong understanding of contact center performance metrics
• Workforce planning, staffing, scheduling, and attendance management experience
• Demonstrated success improving operational performance
• Strong analytical and problem-solving abilities

The professional staffing division of EmployBridge, America's Leading Workforce Specialist:
When our Talent is looking for their next opportunity, we know they are not just looking for their next paycheck. Our Recruiters are experts in their specialized fields and understand that making the right match between the candidate and the company, is the key to long term success.

We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Company Description

The professional staffing division of EmployBridge, America's Leading Workforce Specialist:\r\nWhen our Talent is looking for their next opportunity, we know they are not just looking for their next paycheck. Our Recruiters are experts in their specialized fields and understand that making the right match between the candidate and the company, is the key to long term success.\r\n\r\nWe are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.