Call Center Manager

Call Center Manager – Financial ServicesI'm partnering with a respected financial institution seeking a Call Center Manager to lead its Member Sales and Service Center in Reno. This is an excellent opportunity to influence team performance, service delivery, operational efficiency, and the continued development of a modern CCaaS environment.What You'll LeadCoach, develop, and manage contact center employeesDrive service, sales, productivity, and team-performance goalsMonitor staffing, agent availability, wait times, abandonment rates, and service levelsResolve escalated member concerns and complex operational issuesOversee hiring, onboarding, training, retention, and performance reviewsManage and continuously improve the organization's CCaaS technologyUse quality management, workforce management, analytics, and AI tools to improve the member and agent experienceLead projects that streamline processes and increase efficiencyWhat We're Looking ForThree to five years of proven management experience and/or CCaaS technical experienceStrong coaching, team-development, and performance-management abilitiesExperience managing contact center operations, service levels, and escalationsBachelor's degree in business, finance, or a related field, or qualifying related experienceNMLS registration requiredAbility to work onsite in Reno; relocation candidates are encouraged to applyAll inquiries will be handled confidentially. Send resumes to: View email address on click.appcast.io Opportunity Employer/Veterans/DisabilityAll qualified applicants will receive consideration without regard to race, age, color, sex (including pregnancy), religion, national origin, disability, sexual orientation, gender identity, marital status, military status, genetic information, or any other status protected by applicable laws or regulations. GPAC (Growing People and Companies) is an award-winning search firm specializing in placing quality professionals within multiple industries across the United States since 1990. We are extremely competitive, client-focused and realize that our value is in our ability to deliver the right solutions at the right time.