Call Center Manager at LBC Mortgage — Georgia

About The Role

Call Center Manager

> LBC Mortgage · Dominican Republic (Remote) · — · Posted 2026-08-31

**Workplace:** remote

Description

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 performance metrics (KPIs) such as call volume, lead conversion, follow-up rate, and appointment setting
Conduct regular performance reviews and provide ongoing coaching and feedback
Train new hires and ensure proper onboarding and call scripting
Handle escalated customer issues and ensure resolution in a timely manner
Ensure compliance with company policies and mortgage industry regulations
Help build a structured call center culture focused on accountability and results

Requirements

Minimum **3+ years of call center management experience**
Strong leadership skills and ability to manage and develop teams
Proven experience improving call center performance through KPIs and coaching
Excellent communication and conflict resolution skills
Strong organizational and multitasking ability
Experience with CRM systems and call center software (dialers, tracking tools, etc.)
Ability to build processes and implement structure in a fast-paced environment
Knowledge of mortgage products and lead qualification is a strong plus

What We Offer

Competitive salary + performance-based bonuses
Growth opportunity within a rapidly expanding company
Strong leadership team and supportive environment
Opportunity to build and improve systems from the ground up
Long-term career stability with a reputable mortgage company

Why Join LBC Mortgage

At LBC Mortgage, we don’t just want someone to manage a team — we want a leader who can help us build a high-performing call center that drives results and supports our sales growth. If you are passionate about team leadership, structure, and performance, this is the perfect opportunity to grow with a company that is scaling fast.