Contact Center Manager

**If you are a current FIB employee, please apply through the Career Worklet in the Employee Portal.

This position is located at the Great West Center in Billings, MT.

What's Important to You
We know your career is just one aspect of a meaningful, complex, and demanding life. That's why we designed our compensation and benefits package to provide employees and their families with as much choice as possible.

• Generous Paid Time Off (PTO) in addition to paid federal holidays.
• Student debt employer repayment program.
• 401(k) retirement plan with a 6% match.
• The health and happiness of the places we call home matter to us. Learn a little more about what we do for the communities we serve and why we want YOU to be a part of it.

We encourage you to apply. Reach for what you want and tell us why your work ethic and willingness to learn make you a natural fit for #TeamFirstInterstate.

SUMMARY
The Contact Center Manager provides leadership, supervision, and oversight of Contact Center Specialists and is accountable for the overall performance and operations of client support functions. This role ensures compliance with company policies, procedures, and regulatory requirements while driving operational excellence through effective leadership, project management, process improvement, and team development. The position is focused on achieving departmental objectives, enhancing operational efficiency, and delivering high levels of client satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provides strong leadership and supervision for the Client Support team, including telephone and digital channel support for internal and external clients, as well as account management activities.
• Partners with senior leadership to implement changes that streamline processes, improve operational efficiencies, and enhance the accuracy and quality of work.
• Assists the senior leadership team in developing, organizing, implementing, and maintaining effective policies, procedures, and training programs for staff.
• Supports the senior leadership team in developing employee goals, conducting performance reviews, facilitating promotions, and managing corrective action processes.
• Partners with Contact Center leadership to implement and support employee engagement initiatives.
• Serves as the first point of escalation for complex client calls, digital communications, and other client service issues.
• Researches and resolves non-routine or complex system and client issues, communicating and documenting findings, resolutions, and recommendations for clients, employees, and leadership.
• Provides daily direction, coaching, and communication to employees to ensure client inquiries are handled in a timely, efficient, and knowledgeable manner and that service level agreements (SLAs) are consistently achieved.
• Conducts regular call monitoring, quality reviews, and direct observations to support employee performance and development.
• Provides hands-on leadership and support for the day-to-day operations of the department and serves as an escalation point for client and operational issues.
• Acts as the primary point of contact for unscheduled absences and attendance-related matters involving direct reports.
• Ensures compliance with all applicable regulatory requirements, company policies, and operational procedures.
• Exercises sound judgment and appropriate discretion when assisting clients with exception-based requests, overrides, and problem resolution.

MANAGEMENT RESPONSIBILITIES

• Recruits, hires, and develops staff to effectively assist clients with a wide range of inquiries and service needs.
• Provides ongoing performance and quality coaching to ensure high levels of employee effectiveness and client service.
• Delivers coaching and mentoring through regularly scheduled one-on-one meetings to inspire high performance, reinforce accountability, and support employee career development.
• Responsible for the selection, placement, performance management, coaching, development, promotion, and corrective action of Contact Center Specialists.
• Oversees salary administration, performance evaluations, employee recognition, and engagement initiatives to support team performance and retention.
• Fosters a positive, inclusive, and high-performing work environment that encourages collaboration, continuous learning, and professional growth.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

KNOWLEDGE, SKILLS AND ABILITIES

• Demonstrated ability to develop and maintain effective working relationships and respond appropriately to inquiries, concerns, and changing business needs.
• Ability to remain composed and effective in high-pressure situations while adapting to change and maintaining awareness of operational priorities.
• Strong written and verbal communication skills with a high degree of accuracy and professionalism.
• Ability to assess and escalate client issues through appropriate channels to ensure timely and effective resolution.
• Proactively seeks solutions and leverages available resources to address client and operational challenges.
• Ability to identify, document, and communicate system, process, and product performance issues.
• Actively participates in team meetings, huddles, and discussions, providing constructive feedback and recommending additional resources or support materials as needed.
• Strong computer proficiency, including the ability to assist clients and employees with product and system troubleshooting.
• Ability to work independently while managing multiple priorities and meeting deadlines.
• Highly organized, conscientious, and detail-oriented.
• Demonstrated commitment to complying with all bank policies, procedures, and regulatory requirements.
• Ability to read, analyze, and interpret technical documents, financial reports, business correspondence, and regulatory materials.
• Ability to effectively respond to inquiries, concerns, and complaints from clients, regulatory agencies, business partners, and other stakeholders.
• Strong presentation and communication skills, with the ability to convey information effectively to leadership, employees, and various stakeholder groups.
• Ability to apply logical reasoning and analytical thinking to solve a wide range of operational and business challenges.
• Ability to analyze data, identify trends, and make informed decisions based on available information.
• Ability to work effectively with both abstract concepts and practical business applications while managing multiple variables and competing priorities.
• Demonstrated ability to exercise sound judgment and make independent decisions within established guidelines and authority levels.

EDUCATION AND/OR EXPERIENCE

• High School Diploma or General Education Degree (GED) required
• Bachelor's Degree preferred
• 1-3 years of relevant experience and/or training, or an equivalent combination of education and experience required
• 1-3 years of experience in a financial services and/or contact center environment preferred

PHYSICAL DEMANDS AND WORKING ENVIRONMENT
The physical demands and work environment are representative of those that must be met or encountered to successfully perform the essential functions of the job. In compliance with the Americans with Disabilities Act, the company provides reasonable accommodation to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

• Dexterity of hands/fingers to operate computer keyboard and mouse - Frequently
• Hearing - Frequently
• Lifting - Occasionally (up to 15 lbs)
• Sitting - Frequently
• Standing - Occasionally
• Talking - Frequently
• Walking - Occasionally
• Noise Level - Moderate
• Typical Work Hours - Vary based on scheduling and business need
• Weekends - Vary based on scheduling and business need
• Regular and Predictable Attendance - Required
• Travel - as needed

**If you are a current FIB employee, please apply through the Career Worklet in the Employee Portal.