Mortgage Call Center Leader: Scale, Coach & Optimize

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

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.