Call Center Manager

Seniority level: Not Applicable | Employment type: Full-time | Industries: IT Services and IT Consulting

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.