Manager Contact Center (Financial Services)

Location: Northbrook, Illinois, United States; onsite

Salary: $59,000–$77,000 per year, plus eligibility for an annual bonus.

Company

hirify.global is a financial services company with more than $66 billion in assets; FIRST Insurance Funding is its premium finance subsidiary.

What you will do

• Lead daily contact center operations to achieve service-level, KPI, and customer experience objectives.
• Provide leadership, coaching, performance accountability, and development support to supervisors and employees.
• Monitor customer feedback, quality results, service trends, and operational metrics to identify improvement opportunities.
• Resolve complex customer concerns and collaborate with cross-functional teams on sustainable solutions.
• Optimize staffing, schedule adherence, queue performance, and resource utilization with Workforce Management.
• Support recruitment, onboarding, training, engagement, and action planning for departmental performance gaps.

Requirements

• 3+ years of contact center, customer service, operations, or related leadership experience.
• Associate degree or equivalent combination of education and relevant work experience.
• Experience leading, coaching, and developing employees in a performance-driven environment.
• Strong understanding of contact center operations, service-level management, and customer experience practices.
• Ability to analyze operational data and drive business results and process improvements.
• Proficiency with contact center systems, workforce management concepts, and Microsoft Office.

Culture & Benefits

• Full-time employment with family-friendly work hours.
• Medical, dental, vision, life, disability, critical illness, accident, and pet insurance.
• Traditional and Roth 401(k) with company match, flexible spending account, and employee stock purchase plan.
• Parental leave, employee assistance program, transportation and commuting benefits, banking benefits, and tuition reimbursement.
• Career development and internal advancement opportunities.