Mortgage Loan Closer
Texana Bank
Manager, Customer Operations – Inbound Virtual Contact Center
Jerry
full-time
Posted on:
Location Type: Remote
Location: Remote • Arizona, California, Colorado, Florida, Illinois, Massachusetts, Nevada, New Jersey, New York, North Carolina, Oregon, Tennessee, Texas, Utah, Virginia • 🇺🇸 United States
Visit company websiteSalary
💰 $100,000 - $140,000 per year
Job Level
Mid-LevelSenior
About the role
- Join Insurance Operations leadership to ensure front-line agents (~50) operate at peak performance and report to Director of Insurance Operations
- Drive execution across onshore sales and service teams and develop performance systems and feedback loops
- Build and sustain a high-performance culture: set clear goals, enforce accountability, and surface underperformance early
- Coach and develop agents via structured coaching, clear feedback, and consistent expectations; work with team leads to elevate performance
- Own day-to-day execution of sales/service teams and translate strategic goals into weekly agent-level plans
- Diagnose root causes of performance issues and implement action plans addressing people, process, systems, or execution
- Partner with product, engineering, and analytics to identify process improvements and system enhancements to improve agent workflows and customer experience
Requirements
- 3+ years of experience managing a similar sized team of inbound contact center agents in a high-volume, metric-driven environment
- Demonstrated ability to manage through others (e.g. team leads or supervisors), holding them accountable for their team’s performance
- Experience using data to diagnose issues and implement operational or behavioral changes that improved outcomes
- Track record of driving performance by managing inputs, not just outcomes
- Comfort working across onshore and offshore teams, ideally in a tech-forward environment
- Completed Bachelor's degree (application form requires a completed Bachelor's degree)
- Authorization to work in the U.S. or Canada (application asks this)
Benefits
- Health, dental, and vision coverage
- Paid time off
- Paid parental leave
- 401(K) plan with employer matching
- Wellness benefits
- Opportunities for equity grants
- Comprehensive benefits package to regular employees
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
performance managementdata analysiscoachingprocess improvementoperational changesperformance systemsfeedback loopsroot cause analysisstrategic planningteam management
Soft skills
leadershipaccountabilitycommunicationcollaborationproblem-solvinggoal settingperformance evaluationmentoringadaptabilityinterpersonal skills
Certifications
Bachelor's degree
