Call Center Manager

Who We're Looking For

We're looking for a hands on leader who thrives in a fast-paced, performance-driven environment. The ideal candidate is someone who enjoys coaching employees, analyzing data, driving operational improvements, and holding teams accountable while maintaining a positive culture.

You may be a great fit if you:

• Have experience leading call center, collections, customer service, operations, or financial services teams
• Are comfortable reviewing metrics, reports, and call activity to identify performance opportunities
• Enjoy coaching employees and developing top performers
• Can effectively manage accountability, performance conversations, and employee development
• Think critically, solve problems quickly, and make sound business decisions
• Have a continuous improvement mindset and enjoy identifying ways to improve workflows, processes, and customer experiences
• Are highly organized and able to balance competing priorities in a fast-paced environment

What You'll Do

• Lead, coach, and develop a team to achieve performance, quality, and service goals
• Conduct regular coaching sessions, call reviews, and performance discussions
• Monitor reports, call activity, and operational metrics to drive results
• Handle escalated customer situations and support issue resolution
• Identify opportunities to improve processes, workflows, scripting, and operational efficiency
• Partner with internal teams and vendors to support business objectives and compliance requirements
• Manage employee performance, attendance, scheduling, and time-off approvals
• Ensure adherence to company policies, procedures, and regulatory requirements

What You'll Bring

• Bachelor's degree required
• 3+ years of leadership or supervisory experience
• Experience in collections, consumer lending, auto finance, call center operations, or financial services preferred
• Strong coaching, employee development, and performance management skills
• Ability to influence others and navigate difficult conversations professionally
• Strong analytical, problem-solving, and decision-making abilities.
• Excellent communication and organizational skills
• Proficiency with Microsoft Office and other business systems

Best Fit

This role is ideal for a leader who enjoys developing people, using data to drive decisions, improving processes, and creating accountability. The strongest candidates have experience leading frontline operations teams in collections, lending, financial services, or high-volume customer contact environments and have a proven track record of improving team performance while delivering exceptional customer experiences.