Call Center Manager

gpac

Call Center Manager – Financial Services

I'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 Lead

Coach, develop, and manage contact center employees
Drive service, sales, productivity, and team-performance goals
Monitor staffing, agent availability, wait times, abandonment rates, and service levels
Resolve escalated member concerns and complex operational issues
Oversee hiring, onboarding, training, retention, and performance reviews
Manage and continuously improve the organization's CCaaS technology
Use quality management, workforce management, analytics, and AI tools to improve the member and agent experience
Lead projects that streamline processes and increase efficiency

What We're Looking For

Three to five years of proven management experience and/or CCaaS technical experience
Strong coaching, team-development, and performance-management abilities
Experience managing contact center operations, service levels, and escalations
Bachelor's degree in business, finance, or a related field, or qualifying related experience
NMLS registration required
Ability to work onsite in Reno; relocation candidates are encouraged to apply

All inquiries will be handled confidentially. Send resumes to: View email address on click.appcast.io

Equal Opportunity Employer/Veterans/Disability

All 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.

Apply

Vacancy posted 1 day ago

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