Mutual of Omaha Mortgage-posted 1 day ago
Full-time • Mid Level
Onsite • Irvine, CA
501-1,000 employees

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.

  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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 skills—both 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
  • Experience in the financial services, mortgage, or insurance industries
  • Familiarity with scripting and quality assurance tools
  • 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
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