Call Center Sales Team Lead

Mutual of Omaha is a Fortune 300 Company. Mutual of Omaha Mortgage is inspired by hometown values and a commitment to being responsible and caring for each other. We exist for the benefit of our customers and employees.

Mutual of Omaha Mortgage is a full-service lending company offering both Forward and Reverse Mortgage products including a complete line of residential mortgage, refinancing, specialty, and HECM loans. We employ a knowledgeable staff of experienced Loan Officers with an operations team that is second to none. If you are interested in joining a team that promotes from within and works together toward a common goal of helping customers with their mortgage needs, please review and apply for our opening below!

About the Role

We are seeking a Call Center Sales Team Lead to oversee a team of high-volume outbound call professionals, known internally as Sales & Service Development Representatives (SSDRs). These representatives focus on structured outbound calling, lead qualification, prospecting, and early-stage customer engagement.

As Team Lead, you will coach, develop, and manage the day-to-day operations of this team, driving performance across sales development, customer service, and quality metrics. This role is ideal for someone who thrives in fast-paced environments, enjoys motivating others, and is skilled at optimizing both people and process to deliver high-impact results.

Key Responsibilities

• Team Leadership & Performance Management
• Lead a team of Sales & Service Development Representatives to meet and exceed performance goals in lead generation, customer engagement, and service
• Monitor daily performance and call activity, providing real-time coaching, feedback, and support
• Foster a culture of accountability, energy, and continuous improvement

Coaching & Development

• Provide regular one-on-one coaching sessions, performance reviews, and skill development plans
• Train new team members on call scripts, objection handling, CRM systems, and outreach best practices

Process Optimization

• Ensure call scripts, rebuttals, and service workflows are followed accurately and consistently
• Identify areas for process improvements and collaborate with cross-functional teams to implement changes

Reporting & Analytics

• Own and interpret team performance data to drive decision-making, accountability, and continuous improvement
• Track, analyze, and trend key performance indicators (KPIs) including call volume, conversion rates, lead quality, contact rates, service resolution, productivity, and customer satisfaction
• Translate raw data into clear insights that identify performance gaps, coaching opportunities, and process improvements
• Prepare and deliver regular performance reports, dashboards, and summaries for leadership, highlighting trends, risks, and recommended actions

Customer Experience

• Model and reinforce strong customer engagement practices, emphasizing trust-building, responsiveness, and clear communication
• Serve as an escalation point for customer concerns not resolved at the rep level

What You’ll Need to Succeed

• 2+ years of experience in a team lead or supervisory role in a call center or high-volume phone sales environment
• Prior hands-on experience in outbound/inbound sales, lead qualification, or customer service
• Proven ability to coach and motivate individuals toward achieving and exceeding KPIs
• Strong communication skills—both verbal and written
• Experience using CRM systems and call management tools
• Organized, data-driven, and able to manage multiple priorities in a fast-paced environment
• High emotional intelligence and a people-first leadership style

Preferred Qualifications

• Experience in the financial services, mortgage, or insurance industries
• Familiarity with scripting and quality assurance tools

Why Join Us

• Fast-growing team with opportunities for advancement
• Supportive leadership and collaborative culture
• Competitive compensation and performance-based bonuses
• Ongoing training and professional development
• Mutual of Omaha Mortgage is an Equal Opportunity Employer, and we encourage diverse, talented, qualified applicants to apply.

Benefits

• Vacation — Vacation hours accrue on a per pay period basis. Balance maximums are based on years of service.
• Paid Sick Time — 40 hours of paid sick time after 90 days of employment. State sick time requirements will be added as needed.
• 9 Paid Holidays + 1 Cultural Celebration Day (Floating Holiday)
• Multiple PPO Medical Plans, as well as HDHP eligible plan.
• Dental Coverage
• Vision Coverage
• Company Paid Life Insurance
• 401K with a generous employer match
• Additional Benefits including – Optional Life, FSA, Pet Insurance etc.
• Free Legal Services
• Employee Loan Program