Contact Center Manager

Concord is a loan servicing fintech company dedicated to delivering exceptional financial solutions to borrowers across the country. As part of our growing Contact Center in Chandler, AZ, we are seeking a Contact Center Manager to lead our onsite contact center team. In this role, you will be responsible for overseeing day-to-day operations, developing team performance, and ensuring borrowers receive outstanding service at every touchpoint. This is a fully on-site position based at our Chandler, AZ office. 

Responsibilities:

• Lead, coach, and develop a team of contact center agents and supervisors to achieve performance goals and deliver high-quality borrower interactions 

• Monitor and manage daily contact center operations, including call volume, queue management, staffing levels, and schedule adherence 

• Track, analyze, and report on key performance indicators (KPIs), including Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), abandonment rate, and service level agreements (SLAs) 

• Develop and implement training programs, quality assurance processes, and performance improvement plans to drive continuous improvement 

• Collaborate with cross-functional teams, including Loan Servicing, Compliance, Technology, and Product, to streamline borrower-facing processes and resolve escalated issues 

• Ensure compliance with all applicable federal and state regulations governing loan servicing communications, including FDCPA, TCPA, and CFPB guidelines 

• Manage workforce planning, including hiring, onboarding, scheduling, and capacity planning, to support business growth 

• Leverage contact center technology platforms (CRM, telephony, WFM tools) to optimize efficiency and reporting 

• Drive a positive team culture centered on accountability, empathy, and continuous learning 

• Manages projects as needed, adapting priorities to meet evolving business needs 

Requirements

• 5+ years of experience in a contact center environment, with at least 2 years in a management or supervisory role 
• Familiarity with AI tools and a willingness to leverage them to improve efficiency and streamline day-to-day administrative tasks

• Experience in financial services, fintech, or loan servicing is strongly preferred 

• Demonstrated ability to lead teams of 15+ agents in a high-volume inbound/outbound contact center environment 

• Strong knowledge of contact center metrics, workforce management, and quality assurance methodologies 

• Familiarity with FDCPA, TCPA, and CFPB regulations as they apply to customer communications in a lending or loan servicing context 

• Proficiency with CRM platforms, telephony systems (e.g., Five9, Genesys, Avaya), and workforce management tools 

• Excellent verbal and written communication skills with the ability to present data-driven insights to leadership 

• Bachelor’s degree in Business Administration, Communications, or a related field preferred; equivalent work experience considered 

• Must be able to work fully onsite at our Chandler, AZ office; this position is not eligible for remote work 

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Parental Leave (Maternity, Paternity)
• Short-Term & Long-Term Disability
• Wellness Resources