Contact Center Manager | Member Sales & Service
Reno, NV | $80,000–$90,000+ depending on experience
A growing, thriving credit union is expanding its contact center operations in Reno. This is an opportunity for a banking or credit-union leader to help build a new team, coach employees, strengthen the member experience and shape how the center operates as it grows.
What you’ll do
Lead, coach and develop a team of member service and consumer-loan contact center employees.
Hire and onboard team members as the Reno operation expands.
Drive service quality, sales results, employee performance and member satisfaction.
Monitor agent availability, wait times, abandonment rates and service-level goals.
Resolve complex member concerns and improve processes across the contact center.
Oversee contact center technology, including quality management, workforce management, analytics and AI tools.
Partner with credit union leaders and serve as the local contact for facilities and security coordination.
What you bring
Management experience leading a service or sales team within a bank or credit union is required.
Direct contact center experience and a record of coaching employees to strong results.
Knowledge of banking products, member service and consumer lending.
Strong judgment, communication, problem-solving and cross-functional collaboration skills.
NMLS registration as required for the position.
Why consider this opportunity
$80,000–$90,000+ starting salary, depending on experience, with flexibility for a highly qualified candidate.
Eligibility for an annual bonus of up to 10%.
A meaningful leadership role in a growing credit union’s Reno expansion.
The opportunity to help build and develop a new contact center team.
Future hybrid opportunity: the role begins fully onsite in Reno and is expected to move to three onsite days per week when the hybrid arrangement begins.
Potential relocation assistance for a candidate who closely meets the requirements.
The typical schedule is 9 a.m.–6 p.m., Monday–Friday, plus a rotating four-hour Saturday shift approximately every four to six weeks. Candidates open to relocating to Reno are welcome to apply.
Interested? Send your résumé to Caroline Larkin at caroline.larkin@gogpac.com for a confidential conversation.
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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