About the role
<p><a href="https://concordfinance.com/" target="_blank" rel="nofollow noreferrer noopener">Concord </a>is a loan servicing fintech company dedicated to delivering exceptional financial solutions to borrowers across the country. As part of our growing <strong>Contact Center in Chandler, AZ,</strong> we are seeking a <strong>Contact Center Manager </strong>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. </p><p></p><p>Responsibilities:</p><ul><li>Lead, coach, and develop a team of contact center agents and supervisors to achieve performance goals and deliver high-quality borrower interactions </li></ul><ul><li>Monitor and manage daily contact center operations, including call volume, queue management, staffing levels, and schedule adherence </li></ul><ul><li>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) </li></ul><ul><li>Develop and implement training programs, quality assurance processes, and performance improvement plans to drive continuous improvement </li></ul><ul><li>Collaborate with cross-functional teams, including Loan Servicing, Compliance, Technology, and Product, to streamline borrower-facing processes and resolve escalated issues </li></ul><ul><li>Ensure compliance with all applicable federal and state regulations governing loan servicing communications, including FDCPA, TCPA, and CFPB guidelines </li></ul><ul><li>Manage workforce planning, including hiring, onboarding, scheduling, and capacity planning, to support business growth </li></ul><ul><li>Leverage contact center technology platforms (CRM, telephony, WFM tools) to optimize efficiency and reporting </li></ul><ul><li>Drive a positive team culture centered on accountability, empathy, and continuous learning </li></ul><ul><li>Manages projects as needed, adapting priorities to meet evolving business needs </li></ul>