- Job type
- Full-time
- Work mode
- On-site
- Level
- Senior
- Department
- Customer Service
- Experience
- 2+ years experience
- Posted
- Sep 30, 2026
About the role
Essential Job Duties and Responsibilities:
- Full scale management of the call center team, including hiring, training, monitoring, coaching, motivating and encouraging agents through positive communication and feedback
- Performance Management including, maintaining production levels, continuous monitoring of performance and producing performance reviews as established by Call Center Director
- Develop contests, awards and themes that increase agent loyalty and focus
- Provide guidance and coaching to agents on calls as needed; assist with technical problems as needed
- Monitor daily/weekly/monthly/quarterly statistics and provide reporting to leadership as needed
- Monitor and approve timekeeping, including tracking attendance, paid time off and approval prior to submission payroll
Required Skills, Knowledge and Abilities:
- Minimum of 2 years of outbound call center management experience
- Familiarity with outbound predictive dialing systems
- Full understanding of MS Excel, Word, and Outlook
- Good written and verbal communication skills
- Experience in the mortgage industry preferred, but not required
The Call Center Manager will lead a team of 12-20 agents with a large emphasis on outbound calling. This team will reach out to potential customers that are in a position to benefit from restructuring their loan and connect them with a licensed mortgage professional.