Senior Contact Center Manager

Lever, Inc.; Roseville (CA); On-site; USD 75,000 - 90,000; Full time

Job summary

GoodLeap in Roseville, CA seeks a Senior Contact Center Manager to lead a 12-20 agent team with outbound focus, coaching, and performance oversight. The role emphasizes hiring, training, and driving production targets in a fast-paced environment.

Must have at least 2 years in outbound call center management, familiarity with predictive dialing, and strong communication skills. Mortgage industry experience is a plus. Compensation: $75,000-$90,000/year + bonus.

Qualifications

• Minimum of 2 years of outbound call center management experience.
• Familiarity with outbound predictive dialing systems.
• 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 reviews
• Develop contests, awards and themes that increase agent loyalty and focus
• Provide guidance and coaching to agents on calls; assist with technical problems as needed
• Monitor statistics and provide reporting to leadership
• Monitor and approve timekeeping and payroll approvals

Skills

Outbound call center management

Predictive dialing systems

MS Excel

MS Word

MS Outlook

Written and verbal communication

Mortgage industry knowledge (preferred

Tools

MS Excel

MS Word

MS Outlook

Job description

About GoodLeap:

GoodLeap is a technology company delivering best-in-class financing and software products for sustainable solutions, from solar panels and batteries to energy-efficient HVAC, heat pumps, roofing, windows, and more. Over 1 million homeowners have benefited from our simple, fast, and frictionless technology that makes the adoption of these products more affordable, accessible, and easier to understand. Thousands of professionals deploying home efficiency and solar solutions rely on GoodLeap’s proprietary, AI-powered applications and developer tools to drive more transparent customer communication, deeper business intelligence, and streamlined payment and operations. Our platform has led to more than $30 billion in financing for sustainable solutions since 2018.

GoodLeap is also proud to support our award-winning nonprofit, GivePower, which is building and deploying life-saving water and clean electricity systems, changing the lives of more than 1.6 million people across Africa, Asia, and South America.

The Senior Contact Center Manager will lead a team of 12-20 agents with a large emphasis on outbound calling. This team will reach out to potential customers that are in a position to benefit from restructuring their loan and connect them with a licensed mortgage professional.

Essential Job Duties and 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

Required Skills, Knowledge and Abilities:

• Minimum of 2 years of outbound call center management experience


• Familiarity with outbound predictive dialing systems


• Full understanding of MS Excel, Word, and Outlook


• Good written and verbal communication skills


• Experience in the mortgage industry preferred, but not required

Compensation: $75,000-$90,000/year + potential bonus

Job duties include additional responsibilities as assigned by one's supervisor or other managers related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and other skills required for the position. The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law. The Company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.

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