# Contact Center Manager

> Concord Servicing · Chandler, United States · — · Posted 2026-06-08

**Workplace:** on_site

**Department:** Contact Center

## Description

[Concord](https://concordfinance.com/) 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

## Requirements

-   5+ years of experience in a contact center environment, with at least 2 years in a management or supervisory role 
-   Familiarity with AI tools and a willingness to leverage them to improve efficiency and streamline day-to-day administrative tasks

-   Experience in financial services, fintech, or loan servicing is strongly preferred 

-   Demonstrated ability to lead teams of 15+ agents in a high-volume inbound/outbound contact center environment 

-   Strong knowledge of contact center metrics, workforce management, and quality assurance methodologies 

-   Familiarity with FDCPA, TCPA, and CFPB regulations as they apply to customer communications in a lending or loan servicing context 

-   Proficiency with CRM platforms, telephony systems (e.g., Five9, Genesys, Avaya), and workforce management tools 

-   Excellent verbal and written communication skills with the ability to present data-driven insights to leadership 

-   Bachelor’s degree in Business Administration, Communications, or a related field preferred; equivalent work experience considered 

-   Must be able to work fully onsite at our Chandler, AZ office; this position is not eligible for remote work

## Benefits

-   Health Care Plan (Medical, Dental & Vision)
-   Retirement Plan (401k, IRA)
-   Life Insurance (Basic, Voluntary & AD&D)
-   Paid Time Off (Vacation, Sick & Public Holidays)
-   Parental Leave (Maternity, Paternity)
-   Short-Term & Long-Term Disability
-   Wellness Resources

## Apply

[Apply at Concord Servicing](https://apply.workable.com/concord-servicing/j/31DFCB7D4C/apply)

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