Inside Sales Manager

Reporting to the EVP, Inside Sales, the Inside Sales Manager is responsible for leading and executing the organization's consumer direct mortgage sales strategy through effective management, development, and performance oversight of a team of Inside Sales Loan Officers. This role drives loan production, lead conversion, pipeline performance, operational efficiency, and an exceptional borrower experience while ensuring alignment with organizational growth and profitability objectives.

The Inside Sales Manager is accountable for team performance and business results, including sales forecasting, production goals, lead management, workforce planning, employee development, and operational execution. Through data-driven decision-making, strategic coaching, performance management, and cross-functional collaboration, this leader builds a high-performing, accountable sales organization that consistently delivers results while maintaining compliance with company policies and regulatory requirements.

• Lead the execution of the consumer direct sales strategy, translating departmental objectives and business priorities into actionable team goals and performance expectations.
• Establish, monitor, and manage monthly, quarterly, and annual sales forecasts based on pipeline activity, lead volume, conversion trends, and anticipated production.
• Drive achievement of assigned loan origination, revenue, conversion, productivity, and profitability goals.
• Monitor team and individual performance against established key performance indicators (KPIs), identifying performance gaps, opportunities, and trends; develop and execute corrective action plans as needed.
• Maintain accurate sales reporting and provide regular performance updates to the EVP, Inside Sales, including production results, pipeline health, forecast variances, and operational challenges.
• Analyze market conditions, competitive trends, product performance, and borrower feedback to identify opportunities and recommend improvements to sales strategies.
• Support the development and implementation of annual business plans, departmental initiatives, and growth strategies.
• Oversee daily lead management and distribution to ensure timely, consistent, and effective borrower engagement in accordance with established lead management strategies.
• Establish accountability for lead follow-up, prioritization, segmentation, and aging to maximize conversion opportunities and minimize lead leakage.
• Analyze lead source performance, borrower engagement, conversion rates, and pipeline trends to identify opportunities for improved sales effectiveness.
• Partner with Marketing and Business Intelligence to evaluate lead quality, campaign effectiveness, and acquisition strategies.
• Drive execution of portfolio recapture initiatives, supporting the organizational target of at least 80% recapture through effective borrower outreach, follow-up, and conversion strategies.
• Coach Loan Officers on consultative selling, borrower engagement, objection handling, and follow-up strategies to improve conversion and overall sales performance.

• Direct daily sales operations to ensure appropriate staffing, productivity, responsiveness, and alignment with established service level objectives.
• Develop and manage staffing forecasts, capacity planning, scheduling, and workforce management strategies to support fluctuating lead volume and business demand.
• Monitor and optimize telephony and contact center performance, including speed-to-lead, contact rates, call quality, talk time, appointment conversion, and overall sales effectiveness.
• Evaluate call routing, queue management, and borrower engagement processes to improve accessibility, responsiveness, and conversion opportunities.
• Identify operational inefficiencies and implement approved process improvements that enhance team productivity and the borrower experience.
• Balance staffing resources and production expectations to support business growth while maintaining operational efficiency.
• Lead, develop, and motivate a high-performing team of Inside Sales Loan Officers, establishing clear expectations and accountability for individual and team results.
• Provide ongoing coaching, performance feedback, mentoring, and professional development to strengthen sales capabilities and improve employee performance.
• Partner with Human Resources and Talent Acquisition to identify, recruit, interview,…