Contact Center Team Lead - Dallas, TX

We’re seeking a hands-on leader to manage an outbound mortgage sales team of Home Lending Associates. This role is ideal for a high-performing sales professional or early people leader who is excited to take the next step in their leadership journey and excel in a fast-paced, performance-driven call-center environment. 

The right candidate is energized by coaching frontline outbound sales professionals, driving day-to-day execution, and delivering a strong customer experience. This supervisor will play a critical role in executing proven sales processes, developing talent, and ensuring consistent performance against key activity and conversion metrics. 

Our Home Lending Associate team focuses on outbound outreach to prospective borrowers to help complete mortgage applications, communicate the value of a Better mortgage, and warm-transfer qualified customers to licensed Loan Officers. 

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  Supervise a team of approximately 10-15 Home Lending Associates (Outbound) 

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  This is a full-time, in-person role based in our highly collaborative Dallas office and requires daily onsite presence 

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  Serve as the primary frontline leader for an outbound sales team, setting expectations, coaching performance, and driving daily execution 

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  Support individual and team performance against monthly goals, including outbound calls, talk time, contact rates, conversion rates, transfer rates, and speed-to-lead SLAs 

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  Help manage day-to-day operations in an outbound call-center environment; experience with automated dialers and call-cadence optimization is a plus 

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  Monitor daily and weekly performance metrics to identify trends, gaps, and coaching opportunities 

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  Provide ongoing coaching, feedback, and skills development through call listening and live observation 

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  Conduct regular 1:1s focused on performance, development, and goal-setting 

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  Review pipelines and activity levels to ensure consistent execution and timely follow-up 

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  Escalate performance risks and operational challenges to senior leadership with proposed solutions 

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  Partner with Sales, Product, and Operations teams to improve outbound lead engagement and transfer performance 

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  Proactively engage with customers as needed to gather feedback and support coaching efforts 

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  Assist with performance management processes, including documented coaching plans and improvement plans 

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  Participate in team initiatives and projects related to training, process improvement, and customer experience 

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  Provide regular updates to sales leadership on team performance and development needs 

• 2–4 years of experience in mortgage sales or a related outbound sales environment 

• 1+ year of experience leading, mentoring, or supervising sales representatives (formal management experience preferred but not required) 

• Experience working in a high-volume outbound call center environment strongly preferred 

• Strong execution mindset with the ability to hold yourself and others accountable 

• Comfortable working with performance metrics and using data to inform coaching conversations 

• Organized and detail-oriented, with the ability to manage multiple priorities in a fast-paced setting 

• Customer-focused with strong problem-solving skills and sound judgment 

• Strong interpersonal and communication skills, both verbal and written 

• Motivated self-starter who is eager to learn, grow, and take on increased responsibility 

• Team-oriented leader who brings energy, professionalism, and a positive attitude to the floor