Outbound Call Center Manager – Mortgage Services

Lever, Inc.; Roseville (CA); On-site; USD 62,000 - 75,000; Full time

Job summary

GoodLeap is seeking a Call Center Manager in California to lead a team of 12-20 outbound agents focused on restructuring loans and connecting customers with licensed mortgage professionals. You will hire, train, coach, monitor, and motivate staff, manage performance, and report metrics to leadership.

Mortgage industry experience is a plus but not required. This role emphasizes coaching, performance oversight, and process optimization to ensure high-quality customer interactions and outcomes.

Qualifications

• Minimum of 2 years of outbound call center management experience.
• Familiarity with outbound predictive dialing systems.
• Proficient in MS Excel, Word, and Outlook.
• Strong written and verbal communication skills.
• Experience in mortgage industry is preferred but not required.

Responsibilities

• Full scale management of the call center team, including hiring, training, monitoring, coaching, motivating and encouraging agents through positive communication and feedback
• Performance Management including, maintaining production levels, continuous monitoring of performance and producing performance reviews as established by Call Center Director
• Develop contests, awards and themes that increase agent loyalty and focus
• Provide guidance and coaching to agents on calls as needed; assist with technical problems as needed
• Monitor daily/weekly/monthly/quarterly statistics and provide reporting to leadership as needed
• Monitor and approve timekeeping, including tracking attendance, paid time off and approval prior to submission payroll

Skills

Call center management

Predictive dialing

MS Office suite

Written and verbal communication

Mortgage industry experience

Tools

Predictive dialing software

Job description

GoodLeap is seeking a Call Center Manager in California to lead a team of 12-20 outbound agents focused on restructuring loans and connecting customers with licensed mortgage professionals. You will hire, train, coach, monitor, and motivate staff, manage performance, and report metrics to leadership.

Mortgage industry experience is a plus but not required. This role emphasizes coaching, performance oversight, and process optimization to ensure high-quality customer interactions and outcomes.