Contact Center Manager

Responsibilities

• Lead, coach, and develop a team of contact center agents and supervisors to achieve performance goals
• Monitor and manage daily operations, including call volume, queue management, staffing levels, and schedule adherence
• Track and report on key performance indicators (KPIs) such as AHT, FCR, CSAT, and SLAs
• Develop training programs, quality assurance processes, and performance improvement plans
• Collaborate with cross-functional teams like Compliance and Technology to streamline borrower processes
• Ensure strict compliance with FDCPA, TCPA, and CFPB regulations
• Manage workforce planning, including hiring, onboarding, and capacity planning
• Leverage CRM, telephony, and WFM tools to optimize efficiency

Requirements

• 5+ years of experience in a contact center environment
• 2+ years of experience in a management or supervisory role
• Demonstrated ability to lead teams of 15+ agents in a high-volume environment
• Familiarity with AI tools to improve administrative efficiency
• Knowledge of FDCPA, TCPA, and CFPB regulations
• Proficiency with CRM platforms and telephony systems (e.g., Five9, Genesys, Avaya)
• Ability to work fully onsite at our Chandler, AZ office
• Bachelor's degree in Business Administration, Communications, or a related field preferred

Preferred Qualifications

• Experience in financial services, fintech, or loan servicing

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

About the Company

Concord Servicing is a loan servicing fintech company dedicated to delivering exceptional financial solutions to borrowers across the country.