Director of Contact Center Excellence

Coast One Mortgage; Coppell (TX); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with employer match

Paid maternity leave/ parental leave

Adoption assistance

Employee Mortgage Loan Program

Volunteer Time Off

Matching Gifts Program

Job summary

Newrez is seeking a Senior Dialer Operations Lead to manage the staff and functions within dialer operations and to serve as the point of contact for telephony projects. Ensure excellence in outbound collections while complying with state and federal requirements.

You will oversee change management, KPI development, vendor coordination for testing, and collaboration with IT, Compliance and Legal to optimize call flows and platform capabilities. Strong leadership and analytics are essential.

Qualifications

• High school diploma or equivalent required; bachelor’s preferred.
• 7–10 years in collections and automated dialer; mortgage default servicing experience.
• 7–10 years in call center experience.
• Previous management experience.
• Knowledge of FDCPA/TCPA regulations.
• Strong Excel and SQL skills.

Responsibilities

• Lead day-to-day dialer operations and KPI tracking.
• Oversee change management and policy development.
• Coordinate platform enhancements and vendor UAT testing.
• Liaise with IT, Compliance, and Legal on platform function and improvements.
• Manage timelines and expectations for delivery of calls and collections strategy.

Skills

Call center mgmt

Dialer experience

Mortgage servicing

Regulatory knowledge

Excel

SQL

Analytics

Communication

Team leadership

Education

High school diploma

Bachelor’s degree preferred

Tools

SQL

Data warehousing

Job description

Newrez is seeking a Senior Dialer Operations Lead to manage the staff and functions within dialer operations and to serve as the point of contact for telephony projects. Ensure excellence in outbound collections while complying with state and federal requirements.

You will oversee change management, KPI development, vendor coordination for testing, and collaboration with IT, Compliance and Legal to optimize call flows and platform capabilities. Strong leadership and analytics are essential.