Call Center Manager
New
L
LBC MortgageMortgage/Financial Services
Dominican Republic. Santo Domingo, Distrito Nacional, Dominican Republic. Belarus. Minsk, Minsk Region, Belarus. Tbilisi, Tbilisi, GeorgiaFull-TimeManager
SalaryCompetitive salary + performance-based bonuses
Apply NowOpens the employer's application page
Job Details
- Experience
- 3+ years
- Required Skills
- LeadershipCoachingProcess improvementCRM
Requirements
- Minimum 3+ years of call center management experience
- Strong leadership skills and ability to manage and develop teams
- Proven experience improving call center performance through KPIs and coaching
- Excellent communication and conflict resolution skills
- Strong organizational and multitasking ability
- Experience with CRM systems and call center software (dialers, tracking tools, etc.)
- Ability to build processes and implement structure in a fast-paced environment
- Knowledge of mortgage products and lead qualification (strong plus)
Responsibilities
- 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
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