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 HoursOperations 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.
