Senior Outbound Contact Center Lead (Mortgage Focus)

GoodLeap; Roseville (CA); Sur place; USD 75 000 - 90 000; Plein temps

Résumé du poste

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.

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 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

Connaissances

Outbound call center management

Predictive dialing systems

MS Excel

MS Word

MS Outlook

Written and verbal communication

Mortgage industry knowledge (preferred

Outils

MS Excel

MS Word

MS Outlook

Description du poste

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.