Manager - Contact Center

Selene Finance LP•Dallas, TX

21h

About The Position

The Manager – Contact Center is responsible for leading and optimizing the daily operations of Selene Finance’s customer service organization, with a strong focus on borrower experience, operational excellence, and regulatory compliance. This role provides hands-on leadership to supervisors and frontline teams, oversees performance against key service metrics, and drives continuous improvement initiatives across people, processes, and technology. The ideal candidate is a proven people leader with deep experience in mortgage servicing or financial services, strong analytical and coaching skills, and the ability to balance service quality with efficiency in a fast-paced, highly regulated environment.

Requirements

Bachelor’s degree in Business, Communications, or a related field preferred
Minimum of 5 years of contact center management experience, preferably within mortgage servicing or financial services
Demonstrated knowledge of mortgage servicing operations and regulatory requirements
Strong leadership, team development, and performance management skills
Excellent written and verbal communication, problem-solving, and conflict resolution abilities
Proficiency with contact center technologies, workforce management tools, and reporting platforms
Ability to adapt to change and lead teams through operational and regulatory updates
Ability to translate business objectives into actionable contact center strategies
Strong coaching mindset with experience building high-performing, accountable teams
Data-driven decision making with comfort analyzing and interpreting operational metrics
Effective communicator who can influence across levels and functions
High level of judgment, discretion, and professionalism when handling sensitive borrower matters
Proven ability to manage competing priorities in a deadline-driven environment

Responsibilities

Lead the day-to-day operations of the contact center, including inbound and outbound call activities, ensuring service level, quality, and productivity targets are consistently achieved
Manage and monitor key performance indicators (KPIs) such as service levels, ASA, AHT, abandonment rates, QA scores, and customer satisfaction metrics
Coach, mentor, and develop contact center supervisors and customer service representatives to drive high performance, engagement, and retention
Design and implement training, onboarding, and performance improvement plans to support employee development and ensure regulatory compliance
Partner cross-functionally with Servicing, Loss Mitigation, Compliance, Quality Assurance, IT, and Training teams to resolve borrower issues and align service delivery
Analyze call center data, trends, and root causes to identify operational gaps, borrower pain points, and opportunities for process and technology improvements
Ensure full compliance with all applicable federal, state, and investor guidelines, including CFPB, FHA, VA, Fannie Mae, and Freddie Mac requirements
Oversee workforce management activities, including staffing models, scheduling, forecasting, and resource allocation to support volume fluctuations
Serve as an escalation point for complex borrower inquiries, complaints, and regulatory concerns, ensuring timely and professional resolution
Prepare, analyze, and present operational performance reports, insights, and recommendations to senior leadership
Support change management initiatives related to new servicing requirements, systems, scripts, or business processes