Call Center Manager

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 7,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview:

The Call Center Manager – Inside Sales leads and develops a team of ten Inside Sales Representatives, overseeing daily operations in a dynamic, high-volume environment. This role drives team performance through hands-on coaching, clear accountability structures, and continuous team-development initiatives. Collaborating with leadership, the Call Center Manager-Inside Sales works to refine scripts, optimize workflows, and leverage data-driven insights to consistently exceed team performance goals and call metrics.

Job Responsibilities:

• Oversee daily operations of the Inside Sales team, ensuring performance goals and call metrics are consistently met.
• Provide hands-on coaching, training, and feedback to improve call quality, lead conversion, and client engagement.
• Monitor and analyze team performance using KPIs, call tracking, and reporting, and implement strategies to enhance productivity.
• Partner with leadership to refine scripts, processes, and workflows to maximize efficiency.
• Manage full employee lifecycle for ISRs including hiring, onboarding, performance management, and terminations as needed.
• Foster a positive, energetic, and accountable team culture that aligns with company standards.
• Collaborate with loan officers and leadership to ensure smooth handoff of leads and alignment of sales strategy.

Qualifications and Skills:

• Experience managing a call center team, preferably in an inside sales or outbound sales environment.
• Experience with CRM systems, call center technologies, and performance reporting tools to drive data-driven insights.
• Experience succeeding in a dynamic, high-volume call center environment.
• Experience in mortgage lending or financial services, preferred.
• Excellent leadership and people management skills, demonstrated through coaching, mentoring, and motivating high-performing teams.
• Excellent communication and problem-solving skills.