Manager Contact Center
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 team at Veterans First Mortgage has helped over 175,000 borrowers obtain the American dream of homeownership. “Inside Mortgage Finance” ranks Veterans First Mortgage as a top VA mortgage lender by volume. With primary lending centers in Salt Lake City, UT, and San Diego, CA, we do loans in every state. As a specialized mortgage lender with over 350 hardworking team members, we strive to make every aspect of the loan process as easy as possible. Veterans First’s community and overseas programs revolve around Veterans and our troops. When we say, "Thank you for your service," we mean it!
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
Nice To Haves
- Mortgage expertise
- Contact center operations
- Veteran centric service
Responsibilities
- Leads a team of outbound contactors responsible for contacting, qualifying, and converting inbound and purchased leads for Veterans First Mortgage.
- Drives daily production, optimizes workflows, and ensures every customer receives respectful, compliant, and high-quality experience.
- 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.
Benefits
- Medical Insurance
- Dental
- Vision
- Life insurance
- Accidental death and dismemberment
- Short-term and long-term Disability Insurance
- Parental Leave
- Employee Assistance Program (EAP)
- Traditional and Roth 401(k) with company match
- Flexible Spending Account (FSA)
- Employee Stock Purchase Plan at 5% discount
- Critical Illness Insurance
- Accident Insurance
- Transportation and Commuting Benefits
- Banking Benefits
- Pet Insurance
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What This Job Offers
Job Type
Full-time
Career Level
Manager
