What are the responsibilities and job description for the Call Center Manager position at Turbo Home Loans?
We are seeking a Call Center Manager (ISA Manager) to lead, train, and scale our Inside Sales Agent (ISA) team.
This role is responsible for maximizing lead conversion into appointments, enforcing accountability, and ensuring elite-level performance across all inbound and outbound communication.
This is a hands-on leadership role—you will be in the trenches with the team, not just managing from a distance.
Core Responsibilities Team Leadership & Accountability
- Manage, coach, and develop a team of ISAs
- Conduct daily huddles, call reviews, and performance tracking
- Enforce KPIs including:
- Speed-to-lead (seconds)
- Contact rate
- Appointment set rate
- Appointment show rate
- Hold team accountable to daily activity standards (calls, texts, follow-ups)
Lead Conversion & Performance
- Ensure immediate response (seconds, not minutes) to all new leads
- Optimize scripts, objection handling, and follow-up strategies
- Monitor and improve:
- Lead-to-appointment conversion
- Appointment-to-close pipeline quality
- Work closely with:
- Loan Officers
- Real Estate Agents
- Admin team
- to ensure seamless handoff of appointments
Systems & Process Management
- Oversee CRM (Follow Up Boss) usage and compliance
- Build and refine automations, drip campaigns, and task management
- Ensure no lead is left behind through structured follow-up systems
- Track and report on performance metrics daily, weekly, and monthly
Recruiting & Training
- Hire, onboard, and train new ISAs
- Develop scripts, playbooks, and training materials
- Continuously improve team performance through:
- Call listening sessions
- Role playing
- Ongoing coaching
Pay: $45,000.00 - $75,000.00 per year
Work Location: In person
Salary : $45,000 - $75,000