Contact Center Manager

TEKsystems•Reno, NV

4d•$70,000 - $100,000•Onsite

About The Position

An established financial services organization is seeking a Contact Center Manager to lead the launch and growth of a new contact center operation in Reno, Nevada. The manager will build the team and operating processes, shape the culture, oversee performance, and help scale the service center. This is a hands-on, player-coach role with responsibility for an initial team of 4–6 employees and future hiring. The manager will also serve as the local site leader, coordinate facility, vendor, and operational needs, and partner with executive and operational leadership on growth initiatives. The position is permanent and fully onsite in Reno. The schedule is Monday through Friday, approximately 9:00 a.m.–6:00 p.m. Pacific Time, with rotating Saturday coverage—typically up to two Saturdays per month—and an adjusted weekday schedule when Saturday shifts are worked. The pay range is $70,000–$100,000 per year, with an annual performance bonus opportunity. Individual pay depends on qualifications, skills, experience, job knowledge, location, internal equity, and other job-related factors.

Requirements

At least 3 years of leadership or people management experience.
Contact center leadership experience, or strong branch banking leadership experience with contact center exposure.
Background in banking, financial services, or credit unions.
Experience coaching, developing, and managing employee performance.
Demonstrated success managing customer service and operational metrics.
Ability to build, motivate, and scale teams.
Strong communication and interpersonal skills.
Comfort working in a hands-on player-coach environment.
Strong technical aptitude and ability to navigate multiple systems.

Nice To Haves

Contact center management experience within a financial institution.
Experience launching, building, or expanding contact center operations.
Credit union experience.
Experience with Genesys.
Experience with Fiserv DNA.
Experience with Microsoft Dynamics 365 CRM.
Experience with loan origination systems.
Bachelor’s degree or equivalent experience.

Responsibilities

Lead and develop a new contact center operation in Reno.
Manage an initial team of 4–6 employees and take responsibility for future hiring.
Recruit, onboard, coach, and develop team members.
Monitor service levels, operational performance, and customer satisfaction metrics.
Drive sales and service performance while delivering exceptional customer experiences.
Analyze and manage KPIs, including service levels, hold times, response times, and quality metrics.
Work as a hands-on manager and support daily operations when needed.
Serve as the local site leader and coordinate facility, vendor, and operational needs.
Partner with executive and operational leadership on growth initiatives.
Foster a positive, collaborative, and high-performing team culture.

Benefits

Competitive base salary of $70,000–$100,000 per year.
Annual performance bonus opportunity.
Medical insurance through Blue Cross Blue Shield for employees and eligible family members.
Dental insurance through Guardian Dental.
Vision insurance through EyeMed.
Company-paid life insurance at 2x annual salary, plus spouse and child life insurance coverage.
Company-paid short-term and long-term disability coverage.
Health Savings Account with up to $2,000 annual employer contribution.
Flexible Spending Account for healthcare and dependent care expenses.
401(k) plan with up to 5% company match after one year of service and an additional 5% employer contribution after one year of service.
152 hours of paid time off annually, prorated during the first year.
Paid Community Service Day with up to 8 hours of paid volunteer time.
Four weeks of paid parental leave for birth or adoption after one year of service.
Wellness reimbursement of up to $750 annually for gym memberships, health coaching, or dietitian services.
Thrive Wellness Program with incentives for participating in wellness activities.
Employee Assistance Program available to employees and family members.
Tuition reimbursement available after one year of service.
$100 annual company logo wear allowance.
Domestic partner benefits for eligible partners.
Benefits generally become effective on the first of the month following the employee’s start date.
Professional development and growth opportunities.