Manager, Call Center (Fintech)

TL;DR

Manager, Call Center (Fintech): Leading call center operations and vendor oversight within a regulated financial services environment with an accent on operational performance and regulatory alignment. Focus on optimizing workforce planning, managing third-party SLAs, and driving data-driven process improvements.

Location: Onsite in Edgewood, NY

Salary: $90,000 - $100,000

Company

hirify.global is a global fintech leader dedicated to empowering others through innovative financial services technology and a collaborative corporate culture.

What you will do

• Lead call center operations to ensure service levels, quality standards, and KPIs are consistently met.
• Provide direct oversight of third-party call center vendors to achieve contractual goals and performance objectives.
• Manage client interactions, including performance feedback and continuous improvement calibration sessions.
• Act as a subject matter expert on Transfer Agency policies, procedures, and regulatory requirements.
• Lead forecasting and workforce planning to ensure operational efficiency and cost discipline.
• Analyze call center data to develop reporting and drive operational insights.

Requirements

• Strong operational leadership experience in a regulated financial services environment.
• Proven ability in data-driven decision-making and optimizing client experience.
• Experience managing third-party vendors and complex escalations.
• Expertise in workforce planning and anticipating volume fluctuations.
• Must be based in or able to work onsite in Edgewood, NY.

Culture & Benefits

• Bonus eligible compensation.
• Comprehensive benefit offerings.
• Collaborative, engaging, and inclusive work environment.
• Culture focused on empowerment and professional development.