Lead Flow & Conversion Manager

Erica Diaz Team; Town of Florida (NY); On-site; USD 60,000 - 81,000; Full time

Benefits offered by this job

Paid time off

Job summary

The Erica Diaz Team is a high-volume real estate team serving Winter Garden and surrounding Central Florida communities. This role leads the lead-management and ISA coaching functions, ensuring opportunities are promptly acted on and properly documented in the CRM.

Responsibilities include monitoring leads, coaching ISAs, maintaining CRM integrity, and driving accountability for conversion outcomes, with occasional extended hours to ensure coverage. A results-driven mindset is essential.

Qualifications

• Oversee daily lead-management standards from entry to nurture.
• Audit activity across calls, texts, emails, notes, stages and appointments.
• Coach ISAs on scripts, qualifications, nurture plans, and handoffs.
• Ensure CRM data accuracy and timely logging of activities.

Responsibilities

• Monitor incoming leads and ensure timely assignment and contact per response-time standards.
• Review daily pipeline activity and address neglected or stalled leads.
• Identify and escalate process breakdowns to protect ROI.
• Manage and coach the ISA function with clear expectations and coaching.

Skills

Lead management

CRM oversight

ISA management

Performance accountability

Team coaching

Tools

Follow Up Boss

Zillow

Fello

Job description

The Erica Diaz Team is a high-volume, fast-growing real estate team serving Winter Garden and the surrounding Central Florida communities.

We invest heavily in generating opportunities through Zillow, online marketing, Fello, our existing database, and other lead sources. We are looking for a Lead Flow & Conversion Manager whose primary responsibility is simple:

Make sure no legitimate opportunity falls through the cracks.

Your responsibility is to ensure that our agents and Inside Sales Agents respond quickly, follow the correct scripts and processes, set quality appointments, document their activity, and consistently follow up with every opportunity. This is not a passive CRM-monitoring position.

We want someone who sees a new lead and immediately asks:

• Who owns it?
• Has it been contacted?
• Was the correct script used?
• Was an appointment requested?
• Was the lead added and updated correctly in the CRM?
• Is the correct action plan active?
• What follow-up is required next?
• Who is responsible for completing it?

You will take ownership of the daily health, organization, accountability, and performance of our lead pipeline.

What You'll Own:

You will oversee the daily execution of our lead-management standards from the moment an opportunity enters our system through contact, follow-up, appointment setting, agent handoff, and continued nurture.

Your responsibilities will include:

Lead Management & CRM Oversight

• Monitor incoming leads, ensuring timely assignment and contact per response-time standards.
• Distribute and redistribute leads per team policy; keep lead ponds worked correctly.
• Review daily pipeline activity and resolve neglected or stalled leads.
• Audit all Follow Up Boss activity (calls, texts, emails, notes, stages, tasks, appointments) for completion and quality—confirming agents/ISAs follow approved scripts, gather key qualification details, and ask for appointments.
• Ensure appointments, stages, and action plans are logged and running correctly; monitor overdue tasks and nurture follow-up.
• Route canceled appointments, no-shows, and not-ready leads back into proper follow-up.
• Investigate ownership/assignment issues and reassign when standards aren't met.
• Monitor agent eligibility for lead sources; pause/reactivate access per policy.
• Maintain a clean, accurate CRM and monitor Follow Up Boss, Zillow, Fello, and other platforms for integration or routing issues.
• Identify and escalation process breakdowns to protect lead-gen ROI.

ISA Management

This position will directly manage and coach our Inside Sales Agent function.

You will:

• Establish clear daily and weekly expectations for ISA activity and results.
• Monitor calls, meaningful conversations, response times, appointments set, appointment quality, follow-up, and handoffs.
• Review call recordings and written communication and provide specific coaching.
• Conduct regular script practice and conversion coaching.
• Ensure ISAs follow approved scripts, qualification requirements, nurture plans, and handoff procedures.
• Confirm that ISAs ask for appointments and identify additional properties when appropriate.
• Ensure ISA appointments and handoffs are entered and documented correctly in Follow Up Boss.
• Monitor ISA-to-agent handoffs and confirm that agents respond promptly.
• Identify performance gaps and create clear corrective action plans.
• Ensure ISA-generated opportunities are documented and distributed according to company policy.
• Hold the ISA function accountable for measurable conversion results.

Agent Lead Accountability

Your responsibility is specifically to lead accountability and ensure that company-generated opportunities are handled according to established standards.

You will:

• Identify leads that are not being contacted or followed up with appropriately.
• Review the quality of agent calls, texts, emails, and appointment-setting efforts.
• Identify when agents are failing to ask for appointments or are using ineffective scripts.
• Verify that agents are updating stages, adding notes, completing tasks, activating action plans, and documenting appointments.
• Communicate lead-management concerns clearly and professionally.
• Provide specific coaching based on actual calls, messages, and CRM activity.
• Take action according to established lead-distribution policies.
• Reassign opportunities when necessary.
• Pause or reactivate lead access according to established standards.
• Escalate repeated or serious performance concerns to the Director of Operations.

Your focus is the lead and the opportunity—not managing an agent’s overall business.

You will own the daily execution and health of our lead-management processes:

• Test lead-routing workflows and follow-up plans.
• Identify broken automations, routing problems, and process gaps.
• Monitor integrations between lead platforms and Follow Up Boss.
• Identify issues affecting lead response, follow-up, documentation, and conversion.
• Recommend improvements to scripts, routing rules, action plans, follow-up sequences, and conversion processes.
• Provide feedback to the Director of Operations about what is and is not working.
• Help test and implement approved improvements.
• Continually look for ways to make the pipeline faster, cleaner, and more effective.

This position has the authority to:

• Assign and reassign leads.
• Manage lead distribution and lead ponds.
• Manage and hold the ISA accountable.
• Review agent and ISA lead activity.
• Address lead-follow-up and documentation concerns.
• Require corrections to stages, notes, tasks, appointments, and action plans.
• Pause or reactivate access to company lead sources according to established standards.
• Correct CRM and pipeline issues.
• Intervene when an opportunity is not being handled appropriately.

Major policy exceptions, disciplinary matters, and employment decisions will remain with the Director of Operations and company leadership.

Who We're Looking For:

You are organized, persistent, analytical, decisive, and extremely comfortable taking ownership.

You do not need someone repeatedly asking whether something was handled.

You notice problems. You investigate them. You make a decision. You take action. You follow through until the issue is resolved.

You understand that leads are expensive, timing matters, and consistent follow-up can dramatically change outcomes.

Experience in one or more of the following areas is strongly preferred:

• ISA management
• Lead conversion
• CRM management
• Appointment-setting oversight
• Sales operations
• Database management
• Online lead management
• Agent coaching and accountability

Experience with Follow Up Boss is strongly preferred.

Experience with Zillow, Fello, online lead routing, database nurture systems, ISA operations, call-review platforms, and real estate conversion systems is a major plus.

More important than having the perfect résumé is having the discipline and mindset to take ownership of a large lead pipeline and produce measurable improvements through strong oversight and accountability.

This Role Is Not For You If:

• You prefer waiting for instructions before taking action.
• You are uncomfortable reviewing calls or providing direct feedback.
• You avoid accountability conversations.
• You believe one or two contact attempts are enough.
• You focus only on activity numbers without evaluating quality.
• You identify problems but wait for someone else to fix them.
• You make decisions without reviewing CRM history.
• You struggle to follow and enforce systems consistently.
• You dislike working with numbers and performance metrics.
• You are uncomfortable being measured by results.
• You believe leads simply “go cold” and nothing more can be done.
• You are looking for a traditional administrative position.
• You are looking for a client-facing sales or appointment-setting role.

This is an ownership and accountability position.

We believe consistent, thoughtful, and persistent follow-up changes outcomes.

Details:

• Full-time
• $70,000 per year
• Paid time off
• Reports to the Director of Operations
• Manages the Inside Sales Agent function
• Some evening or weekend availability may occasionally be required to monitor lead response and coverage