- Manage daily operations of the call center and ensure performance targets are met
- Supervise, coach, and motivate a team of call center representatives
- Monitor call quality, scripts, and customer interactions to ensure compliance and professionalism
- Create and improve call center processes, workflows, and internal systems
- Track key performance metrics (KPIs) such as call volume, lead conversion, follow-up rate, and appointment setting
- Conduct regular performance reviews and provide ongoing coaching and feedback
- Train new hires and ensure proper onboarding and call scripting
- Handle escalated customer issues and ensure resolution in a timely manner
- Ensure compliance with company policies and mortgage industry regulations
- Help build a structured call center culture focused on accountability and results
LeadershipCoachingProcess improvement+1 more