Mortgage Team Lead

Job Summary

A company is looking for an Experienced Team Lead in the Mortgage Industry (Remote).

Key Responsibilities

• Plan and implement call center strategies and operations while managing staff to ensure high service standards
• Develop and maintain Quality Assurance programs and ensure compliance with client and regulatory requirements
• Monitor performance metrics and maintain positive client relationships to meet call center expectations

Required Qualifications

• Experience in managing a contact center and staff
• Proven ability to manage metrics and ensure customer satisfaction
• Experience in recruiting, training, and coaching staff
• Familiarity with call monitoring and performance review processes
• Ability to establish processes for overall performance improvement