Key skills
CRMLeadershipCommunication
About this role
Role Overview
- Manage daily operations of the call center and ensure performance targets are met
- Supervise, coach, and motivate a team of call center representatives
- Monitor call quality, scripts, and customer interactions to ensure compliance and professionalism
- Create and improve call center processes, workflows, and internal systems
- Track key performance metrics (KPIs) such as call volume, lead conversion, follow-up rate, and appointment setting
- Conduct regular performance reviews and provide ongoing coaching and feedback
- Train new hires and ensure proper onboarding and call scripting
- Handle escalated customer issues and ensure resolution in a timely manner
- Ensure compliance with company policies and mortgage industry regulations
- Help build a structured call center culture focused on accountability and results
Requirements
- Minimum 3+ years of call center management experience
- Strong leadership skills and ability to manage and develop teams
- Proven experience improving call center performance through KPIs and coaching
- Excellent communication and conflict resolution skills
- Strong organizational and multitasking ability
- Experience with CRM systems and call center software (dialers, tracking tools, etc.)
- Ability to build processes and implement structure in a fast-paced environment
- Knowledge of mortgage products and lead qualification is a strong plus
Benefits
- Competitive salary + performance-based bonuses
- Growth opportunity within a rapidly expanding company
- Strong leadership team and supportive environment
- Opportunity to build and improve systems from the ground up
- Long-term career stability with a reputable mortgage company