Contact Center Manager

Job Description

Job Description

About the Opportunity

An established financial services organization is seeking a Contact Center Manager to lead the launch and growth of a brand-new contact center operation in Reno, Nevada. This is a unique opportunity to build a team from the ground up, shape processes, influence culture, and make a visible impact within a growing organization.

The ideal candidate is a hands-on leader with contact center and financial services experience who can effectively manage operations, coach employees, and drive performance metrics while helping scale a new service center.

• 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.

• 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.

• Contact center management experience within a financial institution.
• Experience launching, building, or expanding contact center operations.
• Credit union experience.
• Experience with:
  • Genesys
  • Fiserv DNA
  • Microsoft Dynamics 365 CRM
  • Loan Origination Systems
• Bachelor's degree or equivalent experience.

The successful candidate will have:

• A strong leadership presence.
• A passion for employee development and coaching.
• Experience managing service, sales, and operational metrics.
• The ability to thrive in a growing environment.
• A willingness to remain actively involved in day-to-day operations while leading a team.

• Monday through Friday
• Approximately 9:00 AM - 6:00 PM PT
• Participation in rotating Saturday coverage (typically up to two Saturdays per month)
• Adjusted weekday schedule when Saturday shifts are worked

• Competitive base salary
• Annual performance bonus opportunity
• Comprehensive benefits package
• 401(k) program
• Professional development and growth opportunities

• Build a new contact center operation from the ground up.
• Opportunity to make a significant impact on organizational growth and member experience.
• Strong culture focused on collaboration, development, and service excellence.

If you're a motivated financial services leader who enjoys building teams, driving results, and creating exceptional customer experiences, we'd love to hear from you.

This is a Permanent position based out of Reno, NV.

The pay range for this position is $70000.00 - $100000.00/yr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Medical Insurance through Blue Cross Blue Shield for employees and eligible family members. Dental Insurance through Guardian Dental. Vision Insurance through EyeMed. Company-paid Life Insurance at 2x annual salary, plus spouse and child life insurance coverage. Company-paid Short-Term Disability and Long-Term Disability coverage. Health Savings Account (HSA) with up to $2,000 annual employer contribution. Flexible Spending Account (FSA) available for healthcare and dependent care expenses. 401(k) Plan with: Up to 5% company match after one year of service. Additional 5% employer contribution after one year of service. 152 hours of Paid Time Off annually (prorated during the first year). Paid Community Service Day with up to 8 hours of paid volunteer time. Paid Parental Leave of 4 weeks for birth or adoption after one year of service. Wellness Reimbursement of up to $750 annually for gym memberships, health coaching, or dietitian services. Thrive Wellness Program with incentives for participation in wellness activities. Employee Assistance Program (EAP) available for employees and family members. Tuition Reimbursement available after one year of service. $100 annual company logo wear allowance. Domestic Partner Benefits available for eligible partners. Benefits generally become effective on the first of the month following the employee's start date.

This is a fully onsite position in Reno,NV.

This position is anticipated to close on Sep 1, 2026.

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.