# Call Center Manager

**Company:** [LBC Mortgage](http://jobs.workable.com/companies/7xJ8D7M5WBBiFa9iTcKAnr.md)
**Location:** Remote
**Workplace:** remote

[Apply for this job](http://jobs.workable.com/view/b318b8dc-c293-4fee-89af-19c1556269e8)

## Description

### **About LBC Mortgage**

LBC Mortgage is a Los Angeles–based mortgage company with over 20 years of industry experience. We are focused on building a strong, system-driven sales operation and delivering an exceptional customer experience. Our team is growing fast, and we are looking for a Call Center Manager who can take ownership of our call center operations and help us scale with structure, performance, and accountability.

### **Position Summary**

We are looking for an experienced **Call Center Manager** to lead our team of call center representatives and loan-related support staff. This person will be responsible for day-to-day call center operations, team performance, training, quality assurance, and ensuring a high level of professionalism and customer satisfaction.

The ideal candidate has experience managing a call center in the mortgage, lending, or financial services industry and understands how to drive results through clear KPIs, coaching, and process improvement.

### **Key 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

### **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 is a strong plus

### **What We Offer**

-   Competitive salary + performance-based bonuses
-   Growth opportunity within a rapidly expanding company
-   Strong leadership team and supportive environment
-   Opportunity to build and improve systems from the ground up
-   Long-term career stability with a reputable mortgage company

### **Why Join LBC Mortgage**

At LBC Mortgage, we don’t just want someone to manage a team — we want a leader who can help us build a high-performing call center that drives results and supports our sales growth. If you are passionate about team leadership, structure, and performance, this is the perfect opportunity to grow with a company that is scaling fast.