About the role

Hands-on people leader managing outbound Mortgage Sales Contact Center teams of Home Lending Associates. Overseeing performance and execution in a fast-paced environment.

Responsibilities

Supervise a team of approximately 10-15 Home Lending Associates (Outbound)
Serve as the primary frontline leader for an outbound sales team, setting expectations, coaching performance, and driving daily execution
Support individual and team performance against monthly goals, including outbound calls, talk time, contact rates, conversion rates, transfer rates, and speed-to-lead SLAs
Help manage day-to-day operations in an outbound call-center environment; experience with automated dialers and call-cadence optimization is a plus
Monitor daily and weekly performance metrics to identify trends, gaps, and coaching opportunities
Provide ongoing coaching, feedback, and skills development through call listening and live observation
Conduct regular 1:1s focused on performance, development, and goal-setting
Review pipelines and activity levels to ensure consistent execution and timely follow-up
Escalate performance risks and operational challenges to senior leadership with proposed solutions
Partner with Sales, Product, and Operations teams to improve outbound lead engagement and transfer performance
Proactively engage with customers as needed to gather feedback and support coaching efforts
Assist with performance management processes, including documented coaching plans and improvement plans
Participate in team initiatives and projects related to training, process improvement, and customer experience
Provide regular updates to sales leadership on team performance and development needs

2–4 years of experience in mortgage sales or a related outbound sales environment
1+ year of experience leading, mentoring, or supervising sales representatives (formal management experience preferred but not required)
Experience working in a high-volume outbound call center environment strongly preferred
Strong execution mindset with the ability to hold yourself and others accountable
Comfortable working with performance metrics and using data to inform coaching conversations
Organized and detail-oriented, with the ability to manage multiple priorities in a fast-paced setting
Customer-focused with strong problem-solving skills and sound judgment
Strong interpersonal and communication skills, both verbal and written
Motivated self-starter who is eager to learn, grow, and take on increased responsibility
Team-oriented leader who brings energy, professionalism, and a positive attitude to the floor

Day One Coverage – Your benefits begin on your first day, so you’re supported from the start
Nationwide Medical, Dental & Vision Coverage – Comprehensive plans that travel with you, wherever you are
Mental Health Support When You Need It – Immediate access to virtual therapy with licensed providers for you and your eligible dependents (ages 6+), with your first few visits covered at no cost!
Health Savings Account (HSA) – Includes an employer contribution to help you plan for healthcare expenses
Employer-Funded Dependent Care FSA – Support for childcare and/or dependent care costs
Disability & Life Insurance – Provided at no additional cost to give you added peace of mind
Flexible PTO – Time off when you need it, so you can recharge and focus on what matters most
Extra Perks & Discounts – Including pet insurance, savings programs, and more to support life beyond work