Contact Center Manager
Rollenübersicht von JobGrid
Contact Center Manager at Concord Servicing: Chandler, Vereinigte Staaten; Vor Ort; Lead; Kundensupport & Customer Success. JobGrid adds normalized role facts, source context, and a path to the employer application page so candidates can compare the listing before applying.
- Location and workplace: Chandler, Vereinigte Staaten, Vor Ort
- Role classification: Kundensupport & Customer Success, Lead
- Source freshness: checked by JobGrid on 2026-06-09.
- Application path: candidates continue to the employer application page with non-personal referral tags.
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.
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