Mortgage Loan Closer
Texana Bank
Manager, Contact Center Operations
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
- Build and sustain a high-performance culture by setting clear goals, enforcing accountability, and creating systems that surface underperformance early
- Work closely with team leads to track progress daily, provide feedback, and ensure agents are hitting targets across key sales and service metrics
- Coach and develop agents via structured coaching, clear feedback, and consistent expectations
- Own day-to-day execution of sales and/or service teams (managing ~50 onshore agents) and translate strategic goals into weekly agent-level plans
- Diagnose performance issues at their root and develop action plans addressing people, process, systems or execution
- Partner with product, engineering, and business analytics to identify and implement process improvements and system enhancements
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
- Legal authorization to work in the U.S. or Canada (application asks)
- Will you now or in the future require visa sponsorship? (application asks)
- Do you have a completed Bachelor's degree? (application asks)
- Do you have at least 1 year of experience managing team leads, supervisors, or managers in a contact center? (application asks)
Benefits
- Health, dental, and vision coverage
- Paid time off
- Paid parental leave
- 401(K) plan with employer matching
- Wellness benefits
- Equity opportunities (offers equity / opportunities for equity grants)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysisperformance managementcoachingprocess improvementoperational changesmetric-driven managementteam managementaction planninggoal settingaccountability enforcement
Soft skills
leadershipcommunicationfeedback deliveryproblem-solvingcollaborationadaptabilitystrategic thinkinginterpersonal skillsorganizational skillsperformance tracking
Certifications
Bachelor's degree
