Inside Sales Manager
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Job Summary
We are seeking an experienced Inside Sales Manager with a strong background in Consumer Direct mortgage lending to lead and develop a high-performing team of Loan Officers.
This is a non-producing leadership role focused on managing sales performance improving lead conversion optimising call centre operations and driving mortgage production through effective coaching and workforce management.
The ideal candidate will have proven experience leading Consumer Direct mortgage teams managing inside-sales professionals analysing telephony metrics and using performance data to improve productivity and business results.
Sales Leadership & Team Management
Lead manage and develop a team of five direct reports.
Coach and mentor Inside Sales Loan Officers to achieve production and conversion targets.
Establish performance expectations conduct regular reviews and implement improvement plans.
Build a high-performing sales culture focused on accountability and continuous improvement.
Support recruitment onboarding training and employee development.
Sales Performance & Reporting
Monitor team performance against loan production conversion productivity and customer experience KPIs.
Prepare and manage sales forecasts and performance reports.
Use data-driven insights to identify performance gaps and coaching opportunities.
Implement strategies to improve lead conversion pipeline management and funded loan volume.
Report team performance and business results to senior leadership.
Workforce & Call Centre Management
Oversee daily Consumer Direct inside-sales operations.
Manage workforce planning staffing forecasts capacity and phone coverage.
Monitor telephony metrics including:
Speed-to-lead and response times.
Inbound and outbound call volumes.
Contact rates and talk time.
Call quality and conversion rates.
Queue management and service levels.
Analyse call performance and identify opportunities to improve sales effectiveness.
Conduct call-quality monitoring evaluations and performance coaching.
Lead Management & Conversion
Oversee lead distribution prioritisation and follow-up.
Monitor pipeline health lead ageing and borrower engagement.
Identify opportunities to improve conversion and portfolio recapture.
Partner with Marketing and Operations to optimise lead management strategies.
Cross-Functional Collaboration & Compliance
Collaborate with Operations Underwriting Closing Compliance Marketing and Technology teams.
Identify operational bottlenecks and implement process improvements.
Ensure adherence to applicable mortgage lending regulations and internal quality standards.
Maintain strong borrower experience and service quality across the team.
Minimum 5 years of experience in the mortgage industry.
Minimum 3 years of management experience.
Proven experience leading high-performing Consumer Direct mortgage sales teams.
Strong experience managing and coaching inside-sales teams.
Expertise in workforce management and call centre operations.
Strong understanding of telephony metrics and call centre KPIs.
Experience with call-quality monitoring evaluation and analysis.
Proven ability to deliver report-driven coaching and performance management.
Strong understanding of mortgage sales operations and loan production metrics.
Active NMLS licence preferred.
Experience with Loan Origination Systems (LOS) CRM platforms and sales technology.
Experience with sales forecasting pipeline optimisation and portfolio recapture strategies.
Bachelors degree in Business Finance or a related discipline preferred; equivalent experience accepted.
Consumer Direct Mortgage Mortgage Sales Management Inside Sales Leadership Call Centre Management Workforce Management Telephony Metrics Call Quality Assurance Performance Coaching KPI Management Sales Forecasting Loan Production Lead Conversion Pipeline Management Team Development Mortgage Lending Compliance
Monday: Remote
Tuesday: In-office
Wednesday: In-office
Thursday: In-office
Friday: Remote
Non-producing management position no personal loan origination or individual production expected.
Five planned direct reports.
Visa sponsorship is not available.
Relocation assistance is not available.
Required Skills:
Mandatory Requirements Minimum 2 years of inside-sales experience. Active and existing NMLS licence. Previous Consumer Direct mortgage experience. Experience working within a call-centre operating model. Demonstrated monthly funded loan production of at least $1 million. Residential mortgage origination experience. Strong inbound and outbound sales and customer engagement skills. Excellent communication negotiation and follow-up abilities. Experience using Loan Origination Systems (LOS); Encompass experience preferred. Nice to Have Active NMLS licences across multiple US states. Bachelors degree in Business Finance or a related discipline. Experience handling both purchase and refinance mortgage transactions. What Were Looking For Target-driven professionals with a proven mortgage sales track record. Strong customer relationship and consultative selling skills. Ability to manage multiple leads and opportunities simultaneously. Excellent time management and attention to detail. A customer-focused approach with a strong commitment to compliance and loan quality. Important: This role primarily involves working with company-provided leads. Generating personal business is not a requirement. Visa Sponsorship: Not available Relocation Assistance: Not available
Required Education:
All Education Level
