[Hiring] Call Center Manager @LBC Mortgage

Role Description

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

Qualifications

• 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

Benefits

• 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

Company Description

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.