Call Center Manager

This is a fully remote position, open to applicants in Dominican Republic.

📋 Description

• Oversee the daily operations of the call center to ensure performance objectives are achieved.

• Lead, mentor, and inspire a team of call center representatives.

• Evaluate call quality, scripts, and customer interactions to maintain compliance and professionalism.

• Develop and enhance call center processes, workflows, and internal systems.

• Monitor key performance indicators (KPIs) such as call volume, lead conversion, follow-up rates, and appointment setting.

• Conduct regular performance evaluations and offer continuous coaching and feedback.

• Train new employees, ensuring effective onboarding and adherence to call scripts.

• Address escalated customer concerns and guarantee timely resolutions.

• Ensure adherence to company policies and mortgage industry regulations.

• Contribute to establishing a structured call center culture centered on accountability and results.

⛳️ Requirements

• At least 3+ years of experience in call center management.

• Strong leadership abilities with a focus on managing and developing teams.

• Demonstrated experience in enhancing call center performance through KPIs and coaching.

• Outstanding communication and conflict resolution skills.

• Excellent organizational and multitasking capabilities.

• Familiarity with CRM systems and call center software (dialers, tracking tools, etc.).

• Capability to create processes and implement structure in a dynamic environment.

• Knowledge of mortgage products and lead qualification is highly desirable.

🏝️ Benefits

• Competitive salary along with performance-based bonuses.

• Opportunities for growth within a rapidly developing company.

• Supportive environment backed by a strong leadership team.

• Chance to design and enhance systems from the ground up.

• Long-term career stability with a respected mortgage company.