Contact Center Manager

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