Job Description

Call Center Manager Financial Services

Are you a people-focused contact center leader who knows how to coach high-performing teams, strengthen the customer experience, and use technology to improve results?

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
• Excellent communication, problem-solving, and decision-making skills
• Financial institution and consumer-lending experience preferred
• Bachelor's degree in business, finance, or a related field, or qualifying related experience
• NMLS registration required
• Ability to work onsite in Reno with moving to Hybrid 3 days/week- T,W,TH
• Relocation assistance available

Why Consider This Opportunity?

• Salary up to $100,000 depending on experience*
• Lead and develop a customer-focused contact center team
• Influence strategy, technology, processes, and service delivery
• Gain hands-on exposure to CCaaS, AI, workforce management, and trend analytics
• Participate in enterprise-wide projects and operational improvements
• Build a long-term leadership career within financial services
• Relocation candidates will be considered

All inquiries will be handled confidentially.

To apply: send resumes to ca roline.larkin@gogpac.com

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.

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