Job Description

Job Description

Job Description

Position: Call Center Manager

Location: Henderson, NV

Job Type: Full-Time

Company: Village Capital and Investment LLC

About Us Village Capital and Investment LLC is a nationwide mortgage lender headquartered in Henderson, NV. We specialize in FHA, VA, and USDA loans and are both a lender and servicer. Our mission is to deliver a fast, efficient, and customer-first mortgage experience. We partner with brokers, correspondents, and originators to offer competitive rates and personalized loan solutions.

Position Overview We're looking for a results-driven Call Center Manager to lead our customer service operations. In this role, you'll oversee the day-to-day functions of our call center, ensuring your team consistently delivers outstanding service while meeting performance goals. You'll bring leadership, strategy, and a commitment to continuous improvement that keeps both customers and employees engaged.

Key Responsibilities

• Lead and manage daily operations of the call center, including staffing, scheduling, and workflow management
• Monitor key performance indicators (KPIs) to meet service level expectations and improve customer satisfaction
• Coach, train, and mentor a team of call center agents through regular feedback and performance evaluations
• Resolve escalated customer concerns with professionalism and efficiency
• Develop strategies to improve operational efficiency, team performance, and customer experience
• Collaborate cross-functionally with other departments to enhance communication and streamline processes
• Deliver performance insights and operational reports to leadership

Qualifications

Minimum Requirements

• 3+ years of experience in a leadership role within a call center environment
• Strong interpersonal and communication skills
• Proven ability to manage, motivate, and develop teams in a high-volume, fast-paced setting
• Strong analytical and problem-solving skills
• Self-starter with the ability to work both independently and collaboratively
• Proficiency in Windows; experience with Encompass is a plus

What We Offer

• Competitive salary with performance-based incentives
• 401(k) with company match
• Health, dental, and vision insurance
• Health savings account (HSA)
• Life insurance
• Paid time off (PTO) and holidays

Ready to Lead with Impact? If you're a dynamic call center leader who thrives on driving performance and creating exceptional customer experiences, we'd love to hear from you. Join Village Capital and Investment and be a key part of a growing, customer-focused team.

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