Call Center Manager
About LBC Mortgage
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.
Position Summary
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 p
