Better

Sales Contact Center Team Lead – Outbound

Better

full-time

Posted on:

Location Type: Office

Location: Irving • United States

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Job Level

Senior

About the role

  • Supervise a team of approximately 10-15 Home Lending Associates (Outbound)
  • This is a full-time, in-person role based in our highly collaborative Dallas office and requires daily onsite presence
  • 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

Requirements

  • 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
Benefits
  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
mortgage salesoutbound salescall center operationsperformance metricscoachingdata analysiscall listeningpipeline managementgoal-settingprocess improvement
Soft skills
leadershipmentoringaccountabilityorganizationproblem-solvingcommunicationinterpersonal skillsself-starterteam-orientedprofessionalism