Contact Center Manager

First Interstate BancSystem
Billings
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 1-3 yearsEducation: high_schoolSkills: ["Leadership","Communication","Problem-solving","Organization","Judgment"]

Lead and supervise a client support contact center team across telephone and digital channels, ensuring strong performance, quality, and client satisfaction. Drive operational excellence through process improvements, project management, training, and regular monitoring of calls, quality reviews, and SLAs. Serve as the first escalation point for complex client issues and partner with senior leadership on policies, employee goals, performance management, and compliance with regulatory requirements.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
First Interstate BancSystem
First Interstate BancSystem
2 days ago

Contact Center Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Lead and supervise a client support contact center team across telephone and digital channels, ensuring strong performance, quality, and client satisfaction. Drive operational excellence through process improvements, project management, training, and regular monitoring of calls, quality reviews, and SLAs. Serve as the first escalation point for complex client issues and partner with senior leadership on policies, employee goals, performance management, and compliance with regulatory requirements.
Location: Billings
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Provide leadership and supervision for the Client Support team, including telephone and digital channel support and account management activities.
  • •Partner with senior leadership to implement changes that streamline processes and improve operational efficiencies and work accuracy/quality.
  • •Develop and maintain policies, procedures, and training programs; support goals, performance reviews, promotions, and corrective action processes for staff.
  • •Serve as the first escalation point for complex client calls, digital communications, and other service issues; research and resolve non-routine system and client issues.
  • •Provide daily direction, coaching, and communication to ensure timely, knowledgeable client inquiry handling and consistent achievement of SLAs; conduct monitoring and quality reviews.

Pay and Benefits

Perks:Paid Leave401k

Key Requirements

  • •High School Diploma or GED required.
  • •1-3 years of relevant experience and/or training (or equivalent education/experience).
  • •1-3 years of experience in a financial services and/or contact center environment preferred.
  • •Strong written and verbal communication skills with high accuracy and professionalism.
  • •Ability to lead and prioritize in high-pressure situations while maintaining operational priorities and meeting deadlines.
Experience:1-3 yearsFinancial servicesContact center
Education:High School
Skills:LeadershipCommunicationProblem-solvingOrganizationJudgment

Company Brief

First Interstate BancSystem
Regional bank holding company providing consumer, business, and commercial banking services through branches across the Mountain West and Pacific Northwest. Offers deposit accounts, lending, treasury management, and wealth services.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Billings, United States
Founded: 1971
WebsiteLinkedIn