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About
On-site (Irvine, CA) Full-Time $70k + $1500 monthly bonus Mutual of Omaha Mortgage is a full-service lending company offering both forward and reverse mortgage products including a complete line of residential mortgage, refinancing, specialty, and HECM loans. We employ a knowledgeable staff of experienced loan officers with an operations team that is second to none. If you are interested in joining a team that promotes from within and works together toward a common goal of helping customers with their mortgage needs, please review and apply for our opening below! About the Role
We are seeking a Call Center Sales Team Lead to oversee a team of high-volume outbound call professionals, known internally as Sales & Service Development Representatives (SSDRs). These representatives focus on structured outbound calling, lead qualification, prospecting, and early-stage customer engagement. As Team Lead, you will coach, develop, and manage the day-to-day operations of this team, driving performance across sales development, customer service, and quality metrics. This role is ideal for someone who thrives in fast-paced environments, enjoys motivating others, and is skilled at optimizing both people and process to deliver high-impact results. Key Responsibilities
Team Leadership & Performance Management Lead a team of Sales & Service Development Representatives to meet and exceed performance goals in lead generation, customer engagement, and service. Monitor daily performance and call activity, providing real-time coaching, feedback, and support. Foster a culture of accountability, energy, and continuous improvement. Coaching & Development
Provide regular one-on-one coaching sessions, performance reviews, and skill development plans. Train new team members on call scripts, objection handling, CRM systems, and outreach best practices. Process Optimization
Ensure call scripts, rebuttals, and service workflows are followed accurately and consistently. Identify areas for process improvements and collaborate with cross-functional teams to implement changes. Reporting & Analytics
Track and analyze KPIs such as call volume, lead conversion rates, service resolution, and customer satisfaction. Prepare regular reports and insights for leadership on team performance and development trends. Customer Experience
Model and reinforce strong customer engagement practices, emphasizing trust-building, responsiveness, and clear communication. Serve as an escalation point for customer concerns not resolved at the rep level. What You'll Need to Succeed
2+ years of experience in a team lead or supervisory role in a call center or high-volume phone sales environment Prior hands-on experience in outbound/inbound sales, lead qualification, or customer service Proven ability to coach and motivate individuals toward achieving and exceeding KPIs Strong communication skillsboth verbal and written Experience using CRM systems and call management tools Organized, data-driven, and able to manage multiple priorities in a fast-paced environment High emotional intelligence and a people-first leadership style Preferred Qualifications
Experience in the financial services, mortgage, or insurance industries Familiarity with scripting and quality assurance tools Why Join Us
Fast-growing team with opportunities for advancement Supportive leadership and collaborative culture Competitive compensation and performance-based bonuses Ongoing training and professional development Mutual of Omaha Mortgage is an Equal Opportunity Employer, and we encourage diverse, talented, qualified applicants to apply. We offer an extensive compensation package. Benefits include: Vacation
Vacation hours accrue on a per pay period basis. Balance maximums are based on years of service. Paid Sick Time
40 hours of paid sick time after 90 days of employment. State sick time requirements will be added as needed. 9 Paid Holidays + 1 Cultural Celebration Day (Floating Holiday) Multiple PPO Medical Plans, as well as HDHP eligible plan. Dental Coverage Vision Coverage Company Paid Life Insurance 401K with a generous employer match Additional Benefits including
Optional Life, FSA, Pet Insurance etc. Free Legal Services Employee Loan Program
Languages
- English
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