Contact Center Manager

Description 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