As a Call Center representative at Gainwell, support clients' health needs through technology. Join a company valuing growth, flexibility, and developmental opportunities.
About the role
- Team Lead supervising outbound Mortgage Sales Contact Center team for Better, which focuses on innovative home finance solutions. Leading a team of Home Lending Associates in a performance-driven environment based in Dallas, Texas.
Responsibilities
- Supervise a team of approximately 10-15 Home Lending Associates (Outbound)
- This is a full-time, in-person role based in our highly collaborative Dallas office and requires daily onsite presence
- Serve as the primary frontline leader for an outbound sales team, setting expectations, coaching performance, and driving daily execution
- Support individual and team performance against monthly goals, including outbound calls, talk time, contact rates, conversion rates, transfer rates, and speed-to-lead SLAs
- Help manage day-to-day operations in an outbound call-center environment; experience with automated dialers and call-cadence optimization is a plus
- Monitor daily and weekly performance metrics to identify trends, gaps, and coaching opportunities
- Provide ongoing coaching, feedback, and skills development through call listening and live observation
- Conduct regular 1:1s focused on performance, development, and goal-setting
- Review pipelines and activity levels to ensure consistent execution and timely follow-up
- Escalate performance risks and operational challenges to senior leadership with proposed solutions
- Partner with Sales, Product, and Operations teams to improve outbound lead engagement and transfer performance
- Proactively engage with customers as needed to gather feedback and support coaching efforts
- Assist with performance management processes, including documented coaching plans and improvement plans
- Participate in team initiatives and projects related to training, process improvement, and customer experience
- Provide regular updates to sales leadership on team performance and development needs
Requirements
- 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
Benefits
- Day One Coverage – Your benefits begin on your first day, so you’re supported from the start
- Nationwide Medical, Dental & Vision Coverage – Comprehensive plans that travel with you, wherever you are
- Mental Health Support When You Need It – Immediate access to virtual therapy with licensed providers for you and your eligible dependents (ages 6+), with your first few visits covered at no cost!
- Health Savings Account (HSA) – Includes an employer contribution to help you plan for healthcare expenses
- Employer-Funded Dependent Care FSA – Support for childcare and/or dependent care costs
- Disability & Life Insurance – Provided at no additional cost to give you added peace of mind
- Flexible PTO – Time off when you need it, so you can recharge and focus on what matters most
- Extra Perks & Discounts – Including pet insurance, savings programs, and more to support life beyond work
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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