About GoodLeap:
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 Senior Contact 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.
Essential Job Duties and Responsibilities:
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
Required Skills, Knowledge and Abilities:
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
