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Salary: USD 75,000 - 90,000 / annual
GoodLeap is a technology company providing financing and software solutions for sustainable home improvements, 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 contact center team of 12-20 agents with a primary focus on outbound calling. The team reaches out to potential customers who may benefit from loan restructuring and connects them with licensed mortgage professionals.
Key responsibilities include:
- Full-scale management of the call center team: hiring, training, monitoring, coaching, and motivating agents through positive communication and feedback
- Performance management: maintaining production levels, continuous performance monitoring, and producing performance reviews as established by the Call Center Director
- Developing contests, awards, and themes to increase agent loyalty and focus
- Providing guidance and coaching to agents on calls and assisting with technical issues
- Monitoring daily, weekly, monthly, and quarterly statistics and providing reporting to leadership
- Monitoring and approving timekeeping, including tracking attendance, paid time off, and payroll submission approval
The role offers a collaborative work culture and career growth opportunities within a mission-driven fintech company supporting sustainable solutions and social impact through its nonprofit partner, GivePower.
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
