Senior Call Center Leader – Mortgage Ops & Compliance

Compu-Link Corporation; Oklahoma; On-site; USD 100,000 - 140,000; Full time

Benefits offered by this job

401k with Employer Match

Paid Time Off

Relocation Assistance

Job summary

Compu-Link Corporation in Tulsa, Oklahoma leads a federally contracted call center for HUD HECM programs. The role governs staff performance across agents, team leads, trainers, analysts, and managers to ensure service and compliance standards are met.

Expect close collaboration with senior leadership and cross-functional teams. The leader drives productivity, quality, and cost optimization through automation, telephony and process improvements, while hiring, coaching and developing staff and

Qualifications

• Leadership experience in a call center environment.
• Strong knowledge of mortgage industry regulations.
• Ability to mentor, coach and develop teams.

Responsibilities

• Oversee staff in Oklahoma office on federal HUD/HECM contract.
• Meet productivity, quality and turn-time metrics.
• Drive automation, telephony and IVR improvements.
• Hire, train and discipline staff as needed.
• Resolve escalated issues promptly with clients and investors.
• Collaborate with senior leadership and other departments.
• Manage budget, headcount and overtime obligations.
• Identify cost-saving opportunities, including offshoring and bot automation.

Job description

Compu-Link Corporation in Tulsa, Oklahoma leads a federally contracted call center for HUD HECM programs. The role governs staff performance across agents, team leads, trainers, analysts, and managers to ensure service and compliance standards are met.

Expect close collaboration with senior leadership and cross-functional teams. The leader drives productivity, quality, and cost optimization through automation, telephony and process improvements, while hiring, coaching and developing staff and