Operations & Escalation Management: Oversee daily contact center operations, manage business-as-usual (BAU) escalations, and make independent operational decisions when needed. Strong team-management experience; experience leading large teams of approximately 150–200 employees is preferred.

Emerge is looking for an experienced Contact Center Manager to lead customer-facing banking operations. You will oversee day-to-day performance, manage escalations and client relationships, and develop a team in a fast-paced service environment. The ideal candidate brings sound operational judgment, a strong customer focus, and experience applying contact center best practices at scale.

Key Responsibilities

• Operations & Escalation Management: Oversee daily contact center operations, manage business-as-usual (BAU) escalations, and make independent operational decisions when needed.
• People Leadership: Lead and motivate the team, manage performance, support employee career development, and drive succession planning.
• Client Management: Manage client relationships and expectations, address escalations, and work toward practical, mutually beneficial outcomes.
• Process Improvement: Apply contact center best practices, analyze operational challenges, and identify opportunities to improve processes and service delivery.
• Cross-Functional Collaboration: Communicate and work effectively across organizational units to resolve issues and support operations.

Requirements

• 8–10 years of overall experience in Banking Operations, including 6+ years of relevant Contact Center experience.
• Experience across multiple aspects of contact center operations.
• Strong team-management experience; experience leading large teams of approximately 150–200 employees is preferred.
• Experience in client relationship and escalation management.
• Strong analytical, problem-solving, interpersonal, and influencing skills, with the ability to make independent decisions.
• A customer-service mindset, attention to detail, and an aptitude for technology and process improvement.
• High school diploma or equivalent; a bachelor’s degree is also accepted.
• English proficiency at B2 (Upper Intermediate) level across reading, writing, and speaking.

Working Hours

Operations run seven days a week, with a coverage window of 8:00 AM–11:00 PM EST. Candidates should be comfortable supporting shifts within this window.
Interested in leading banking operations delivery with Emerge? Let’s talk.

Emerge seeks, in all of its operations, to employ individuals for available positions based on their qualifications, working knowledge, and competency. Emerge has a continuing commitment to ensure that fair and equal employment opportunities are extended to all qualified persons without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, predisposing genetic characteristics, familial status, marital status, domestic violence victim status or any other protected characteristic or based on their relationship or association with members of a protected class. Emerge is committed to diversity in its most inclusive sense.