Senior Contact Center Manager

GoodLeap; Roseville (CA); Sur place; USD 90 000 - 120 000; Plein temps

Résumé du poste

GoodLeap is seeking a Senior Contact Center Manager to lead a 12-20 agent team focused on outbound calls and connecting customers with licensed mortgage professionals. The role emphasizes coaching, performance management, and driving results in a fast-paced environment.

You will oversee hiring, training, and monitoring, develop incentive programs, and report performance metrics to leadership while ensuring smooth operations and customer outcomes.

Qualifications

• 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.

Responsabilités

• 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.

Connaissances

Outbound call center management

Predictive dialing systems

Communication skills

Mortgage industry knowledge

Outils

MS Excel

MS Word

Outlook

Description du poste

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

Additional Information Regarding Job Duties and Job Descriptions:

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 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.