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Salary: USD 75,000 - 90,000 / annual
GoodLeap is a technology company delivering financing and software products for sustainable home solutions, including solar panels, batteries, HVAC systems, heat pumps, roofing, and windows. The company has facilitated over $30 billion in financing for sustainable solutions since 2018 and serves thousands of professionals deploying home efficiency and solar solutions.
The Senior Contact Center Manager will lead a team of 12-20 outbound call center agents. The primary focus is reaching out to potential customers who may benefit from loan restructuring and connecting them with licensed mortgage professionals.
Key responsibilities include:
- Full-scale team management: hiring, training, monitoring, coaching, and motivating agents through positive communication and feedback
- Performance management: maintaining production levels, continuous monitoring, and producing performance reviews as directed by the Call Center Director
- Developing contests, awards, and themes to increase agent loyalty and focus
- Providing guidance and coaching to agents on calls; assisting with technical issues
- Monitoring daily, weekly, monthly, and quarterly statistics and providing reporting to leadership
- Managing timekeeping, attendance tracking, paid time off, and payroll approval
The role reports to the Call Center Director and is responsible for driving team performance and maintaining operational standards in an outbound calling environment.
REQUIREMENTS:
- Minimum 2 years of outbound call center management experience
- Familiarity with outbound predictive dialing systems
- Full understanding of MS Excel, Word, and Outlook
- Good written and verbal communication skills
- Experience in the mortgage industry preferred but not required
