Customer Service Call Center Manager - Direct Hire FTE

Customer Service Call Center Manager

Permanent position: Customer Service Call Center Manager - Financial Servicing / Origination. Interviews this week! Exciting stable company! Location: Hybrid/Des Moines, IA. $1,000 referral bonus. Green card, EAD, US citizen only. No OPT, F1-visa, no H1B visa.

Join a stable, growing Midwest people-focused call center manager handling critical programs. This is a high-impact, leadership role with long-term career growth, succession planning, and full exposure to business operations. Our team is trusted by state & federal agencies, private institutions alike. If you're seeking more than just a job—if you're ready to develop into the next generation of leaders—this is your chance!

Career growth: Succession planning is in progress—a rare chance to learn from established leaders and grow into future management.

Stability: Retirement is so good! 401(k) plus pension/profit-sharing (up to 9.5% company match).

Collaborative culture: Direct mentorship from experienced directors and supervisors—your input shapes process and strategy.

Hybrid weekly flexibility.

Your impact in this Customer Service Call Center Manager role: You'll supervise 12 direct reports in a high-volume call center focused on federal and state servicing, including inbound/outbound calls, customer experience, and default prevention.

Must have:

• A call center leader (inbound/outbound) who brings hands-on supervisory experience—CALL CENTER EXPERIENCE non-negotiable.
• A problem solver who can manage operational change & complex regulatory processes.
• Mentoring, performance management, and annual reviews.
• Leading teams working in loan servicing systems (mainframe, mobile app, online portal).
• Guiding default prevention efforts (collections, skip tracing, payment assistance).
• Financial loan or loan origination experience is preferred.
• Managing KPIs, metrics & reporting.
• Compliance (state/federal regulations).
• Supporting departmental budgets, vendor contracts, and process improvements.
• Supervising semi-technical staff.
• Developing training around compliant word attracts, change management, and issue resolution.