Call Center Manager

LBC Mortgage; Los Angeles (CA); On-site; USD 80,000 - 110,000; Full time

Job summary

LBC Mortgage is seeking an experienced Call Center Manager in Los Angeles to lead our call center representatives and loan-related support staff. You will own day-to-day operations, drive team performance, training, and QA to ensure professionalism and customer satisfaction.

Ideal candidates have 3+ years of call center management within mortgage/financial services, with a track record of improving results through KPI coaching and process improvements.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Call center management

Team leadership

KPI coaching

CRM systems

Mortgage knowledge

Tools

CRM software

Dialer systems

Tracking tools

Job description

About LBC Mortgage

LBC Mortgage is a Los Angeles–based mortgage company with over 20 years of industry experience. We are focused on building a strong, system-driven sales operation and delivering an exceptional customer experience. Our team is growing fast, and we are looking for a Call Center Manager who can take ownership of our call center operations and help us scale with structure, performance, and accountability.

Position Summary

We are looking for an experienced Call Center Manager to lead our team of call center representatives and loan-related support staff. This person will be responsible for day‑to‑day call center operations, team performance, training, quality assurance, and ensuring a high level of professionalism and customer satisfaction.

The ideal candidate has experience managing a call center in the mortgage, lending, or financial services industry and understands how to drive results through clear KPIs, coaching, and process improvement.

Key Responsibilities

• 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

What We Offer

• 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

Why Join LBC Mortgage

At LBC Mortgage, we don’t just want someone to manage a team — we want a leader who can help us build a high‑performing call center that drives results and supports our sales growth. If you are passionate about team leadership, structure, and performance, this is the perfect opportunity to grow with a company that is scaling fast.