Sr. Facility Project Manager
firstnational
Director, Banking Contact Center
firstnational· First National Bank of Omaha
About this role
At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.
Summary of the Job:
The Site Director is responsible for overseeing the entire operations of a contact center location, ensuring optimal performance, efficiency, and customer satisfaction. This senior leadership role involves managing a team of managers who directly supervise frontline call center agents. The Site Director plays a crucial role in implementing strategic initiatives, maintaining operational excellence, and fostering a positive work environment.
About This Role:
Leadership and Management:
Provide strategic direction and leadership to the contact center manager team
Develop and implement skill-specific goals aligned with overall organizational objectives
Mentor and coach managers to enhance their skills and performance
Foster a culture of continuous improvement and employee engagement
Operational Excellence:
Oversee daily operations to ensure efficient workflow and high-quality customer service
Monitor and analyze key performance indicators (KPIs) to identify areas for improvement
Implement and optimize processes to enhance productivity and reduce costs
Ensure compliance with company policies, industry regulations, and legal requirements
Performance Management:
Set performance targets for each team and manager that align to a ‘high performance culture’
Regularly review team and individual performance metrics
Collaborate with managers to ensure delivery of performance improvement activities
Recognize and reward high-performing teams and individuals
Ensure proper differentiation of performance rewards in accordance with organizational philosophy
Customer Experience:
Champion a customer-centric culture throughout the contact center including various forms of servicing
Analyze customer and agent feedback and satisfaction metrics to drive improvements
Implement strategies to enhance the overall customer experience
Workforce Management:
Partner with workforce management to ensure proper staffing levels, scheduling, and resource allocation
Collaborate with HR to develop effective recruitment and retention strategies
Ensure proper training and development programs are in place for all staff levels
Stakeholder Management:
Collaborate with other departments (e.g., IT, HR, Finance) to support site operations
Build and maintain relationships with key internal and external partners
Technology and Innovation:
Stay informed about industry trends and emerging technologies
Recommend and implement new technologies to improve efficiency and customer service
Ensure proper utilization and maintenance of existing systems and equipment
The Ideal Candidate for This Role:
Required:
- Bachelor’s degree in Business Administration, Management, or related field or 10+ years of experience in contact center management, with at least 5 years in a leadership role .
Proven track record of successfully managing large teams and improving operational performance
Strong analytical and problem-solving skills
Excellent communication and interpersonal skills
In-depth knowledge of contact center technologies, metrics, and best practices
Desired:
Previous experience in financial services
Prior experience with off-shore outsourcing efforts
FNBO is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer - Member FDIC
FNBO follows federal law regarding the use of marijuana (this applies to all non-California applicants)
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Compensation:
Compensation range (base pay): $112,937.00-$191,995.00
This role may have a specific starting pay within this range.
Final compensation offer to candidate may vary from posted hiring range based upon work experience, education, and/or skill level.
Work Environment:
It is anticipated that the incumbent in this role will work onsite at the posted location. Our onsite environment fosters innovation, mentorship, and a vibrant culture where ideas flow freely and relationships flourish. As part of our team, you'll experience the energy of our collaborative spaces designed to support your professional growth while working alongside talented colleagues who inspire excellence daily. Please note that work location is subject to change based on business needs.Benefits Overview:
We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs:
Medical, Dental, Vision Insurance
401k, With Matching Contributions
Time Off Programs
Health Savings Account (HSA)/Dependent Care
Employee Banking
Growth Opportunities
Tuition Assistance
Short-Term/Long-Term Disability Insurance
Learn more about FNBO benefits here: https://www.fnbo.com/careers/benefits/.
For additional information regarding compensation and benefits, e-mail FNBO at TAGAdmin@fnni.com. To ensure you receive a response, include the number of this job (listed below) in the subject line of your message.
Job number: R-20261455Equal Opportunity & Belonging:
FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized, and empowered to be their authentic selves—no matter their role or where they are in their journey.
FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity.
Click here to download 'EEO is The Law' Self-Print Poster
Click here to download 'EEO is The Law' Supplement for Federal Contractors
Click here to download 'EEO is The Law' GINA Supplement
FNBO is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer - Member FDIC
FNBO follows federal law regarding the use of marijuana (this applies to all non-California applicants)
Application Deadline:
All our jobs will be posted for a minimum of 5 calendar days. Job postings may come down prior to 5 calendar days based on volume of applicants.
Frequently Asked Questions
What is the salary for the Director, Banking Contact Center role at firstnational?
The listed salary for this Director, Banking Contact Center position at firstnational is USD 113K–192K. This is an Full time role.
Where is the Director, Banking Contact Center position at firstnational located?
This Director, Banking Contact Center role at firstnational is based in Omaha - FN Tower. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Director, Banking Contact Center role at firstnational full-time or part-time?
This is listed as a Full time position. It is posted as a Director, Banking Contact Center role in the First National Bank of Omaha department at firstnational.
Which team or department does the Director, Banking Contact Center at firstnational belong to?
This Director, Banking Contact Center position is part of the First National Bank of Omaha department at firstnational. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Director, Banking Contact Center position at firstnational?
Click the "Apply Now" button on this page. You will be redirected to firstnational's official application portal hosted on workday where you can submit your application directly.
When was the Director, Banking Contact Center job at firstnational posted?
This Director, Banking Contact Center position at firstnational was posted on Aug 20, 2026. Apply as soon as possible — early applications are often reviewed first.
Director, Banking Contact Center
firstnational · 💰 USD 113K–192K
You'll be redirected to firstnational's official application page on Workday.