Call Center Manager

22 hours, 34 minutes ago
Full-time
Mid Level
Customer and Technical Support
LBC Mortgage

LBC Mortgage

LBC Mortgage specializes in providing personalized mortgage brokerage services in Los Angeles, offering tailored loan solutions and dedicated guidance to clients throughout the mortgage process.

Real Estate
11-50
Founded 2018

Description

  • Manage daily call center operations and ensure performance targets are met.
  • Supervise, coach, motivate, and develop call center representatives and loan support staff.
  • Monitor call quality, scripts, and customer interactions for professionalism and compliance.
  • Track KPIs including call volume, lead conversion, follow-up rates, and appointment setting.
  • Create and improve call center processes, workflows, and internal systems.
  • Conduct performance reviews and provide ongoing coaching and feedback.
  • Train new hires and manage onboarding and call scripting.
  • Handle escalated customer issues and ensure timely resolution.
  • Ensure compliance with company policies and mortgage industry regulations.
  • Build a culture focused on accountability, performance, and results.

Requirements

  • At least 3 years of call center management experience.
  • Strong leadership skills and experience managing and developing teams.
  • Proven ability to improve call center performance through KPIs and coaching.
  • Excellent communication and conflict-resolution skills.
  • Strong organizational and multitasking abilities.
  • Experience with CRM systems and call center software, including dialers and tracking tools.
  • Ability to build processes and implement structure in a fast-paced environment.
  • Knowledge of mortgage products and lead qualification preferred.

Benefits

  • Competitive salary with performance-based bonuses.
  • Growth opportunities within a rapidly expanding company.
  • Supportive environment with a strong leadership team.
  • Opportunity to build and improve systems from the ground up.
  • Long-term career stability with an established mortgage company.

Interested in this position?

Apply directly on the company website

Apply Now

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