Contact Center Manager

Concord Servicing•Chandler, AZ

6d•Onsite

About The Position

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.

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

Nice To Haves

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

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