Contact Center Manager

Concord is aloanservicingfintech 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) tooptimizeefficiency 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 Qualifications 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 #J-18808-Ljbffr Concord Servicing