Mortgage Loan Closer
Texana Bank
Contact Center Operations Manager
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 (Performance Management)
- Work closely with team leads to track progress daily, provide feedback, and ensure agents are hitting targets across key sales and service metrics
- Work with team leads to raise the performance of every agent through structured coaching, clear feedback, and consistent expectations (Coaching & Development)
- Own the day-to-day execution of sales and/or service teams (~50 agents), translating strategic goals into weekly agent-level plans and partnering with functional leads (Operational Oversight)
- Diagnose performance issues at their root whether driven by people, process, systems or execution, and develop action plans to improve inputs (Root Cause Problem Solving)
- Work with product and engineering to identify and implement process improvements and system enhancements to improve agent workflows and customer experience (Workflow & System Optimization)
- Report to the Director of Insurance Operations and partner with product, engineering, and business analytics teams to evaluate performance data, optimize workflows, and develop performance systems and feedback loops
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
- Do you have a completed Bachelor's degree?
- Are you legally authorized to work in the U.S. or Canada?
- Will you now or in the future require visa sponsorship?
- Do you live in AZ, CA, CO, FL, GA, IL, MA, NC, NJ, NY, NV, OR, TN, TX, UT, VA, or Ontario? If not, are you open to relocating?
- Do you have at least 1 year of experience managing team leads, supervisors, or managers in a contact center?
Benefits
- You could work anywhere.
- Comprehensive benefits package for regular employees, including health, dental, and vision coverage
- Paid time off
- Paid parental leave
- 401(K) plan with employer matching
- Wellness benefits
- Opportunities for equity grants
- Offers Equity
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
performance managementcoachingdata analysisoperational oversightroot cause problem solvingworkflow optimizationsystem enhancementsperformance systemsfeedback loopsmetric-driven environment
Soft skills
accountabilityteam managementcommunicationfeedback provisionstrategic planningproblem-solvingcollaborationleadershipadaptabilitycoaching
Certifications
Bachelor's degree
