Contact Center Manager

GoodLeap is a technology company delivering best-in-class financing and software products for sustainable solutions, from solar panels and batteries to energy-efficient HVAC, heat pumps, roofing, windows, and more. Over 1 million homeowners have benefited from our simple, fast, and frictionless technology that makes the adoption of these products more affordable, accessible, and easier to understand. Thousands of professionals deploying home efficiency and solar solutions rely on GoodLeap’s proprietary, AI-powered applications and developer tools to drive more transparent customer communication, deeper business intelligence, and streamlined payment and operations. Our platform has led to more than $30 billion in financing for sustainable solutions since 2018.

GoodLeap is also proud to support our award-winning nonprofit, GivePower, which is building and deploying life-saving water and clean electricity systems, changing the lives of more than 1.6 million people across Africa, Asia, and South America.

The Call Center Manager will lead a team of 12-20 agents with a large emphasis on outbound calling.  This team will reach out to potential customers that are in a position to benefit from restructuring their loan and connect them with a licensed mortgage professional.  

Full scale management of the call center team, including hiring, training, monitoring, coaching, motivating and encouraging agents through positive communication and feedback

Performance Management including, maintaining production levels, continuous monitoring of performance and producing performance reviews as established by Call Center Director

Develop contests, awards and themes that increase agent loyalty and focus

Provide guidance and coaching to agents on calls as needed; assist with technical problems as needed

Monitor daily/weekly/monthly/quarterly statistics and provide reporting to leadership as needed

Monitor and approve timekeeping, including tracking attendance, paid time off and approval prior to submission payroll

Minimum of 2 years of outbound call center management experience

Familiarity with outbound predictive dialing systems

Full understanding of MS Excel, Word, and Outlook

Good written and verbal communication skills

Experience in the mortgage industry preferred, but not required