Manager Contact Center

Wintrust Financial Corporation•Salt Lake City, UT

1d•$59,000 - $80,000•Onsite

About The Position

The Manager, Contact Center is responsible for leading their team of Contact Coordinators in all aspects of daily activity, helping team members achieve individual success, while maintaining a clear vision on the underlying objective – to meet department productivity quotas. As manager, you will lead by example to create a positive and driven work environment. Responsible for elevating the performance of everyone on your team, you play a big role to help the department and company grow as a whole. The Contact Center Manager leads a team of outbound contactors responsible for contacting, qualifying, and converting inbound and purchased leads for Veterans First Mortgage. This leader drives daily production, optimizes workflows, and ensures every customer receives respectful, compliant, and high-quality experience. The role blends sales leadership, mortgage expertise, contact center operations, and veteran centric service.

Requirements

3-5 years’ experience managing or supervising contact center teams
Minimum of 18 months’ work experience as a Contact Center representative.
Strong communication skills (written and verbal).
Bachelor’s degree or equivalent
Advanced Computer Skills

Responsibilities

Oversee department staffing and operations.
Own daily/weekly/monthly conversion targets; optimize call cadence, scripting, and follow up sequences to maximize funded loan volume.
Monitor lead aging, contact attempts, qualification rates, and handoff quality to loan officers.
Ensure adherence to VA lending guidelines, TCPA, RESPA, and internal call quality standards.
Track KPIs (contact rate, conversion rate, speed to lead, talk time, QA scores); implement data driven improvements.