Mortgage Sales Manager; Call Center Leadership

Mortgage Sales Manager (Call Center Leadership)
Position Overview

Focus One is seeking an experienced Mortgage Sales Manager to build, lead, and scale a high‑performing call center team of Mortgage Loan Officers. This role is designed for a proven mortgage leader who understands how to drive volume through people, systems, and structure— not someone limited to personal production. This individual will own recruiting, coaching, performance management, and sales execution across a growing mortgage sales platform.

• Build, lead, and scale a call‑center‑based team of Mortgage Loan Officers
• Recruit, hire, onboard, and develop LOs to meet and exceed production goals
• Establish clear performance expectations, KPIs, and accountability frameworks
• Conduct regular pipeline reviews, coaching sessions, and performance evaluations
• Implement sales scripts, call strategies, and best practices to improve conversion
• Lead daily/weekly sales meetings focused on results, activity, and growth

• Drive team‑based mortgage production across inbound and outbound channels
• Monitor and manage lead flow, pull‑through rates, and conversion metrics
• Partner with operations, processing, and underwriting to ensure efficient execution
• Identify performance gaps and proactively implement corrective action plans

• Ensure compliance with all federal, state, and company mortgage regulations.
• Enforce proper use of LOS, CRM, and sales technology (Encompass preferred)
• Maintain oversight of licensing, training, and required certifications

• Create a performance‑driven, ethical, and collaborative sales culture
• Lead by example with professionalism, integrity, and accountability
• Serve as a key voice in sales strategy, forecasting, and growth planning

• 5+ years of mortgage sales experience
• 2+ years in a mortgage sales leadership or management role
• Demonstrated success leading teams (call center experience strongly preferred)
• Active NMLS license (or ability to obtain within 30 days)
• Strong understanding of mortgage products, guidelines, and sales workflows

• Experience scaling or rebuilding a mortgage sales team
• Bilingual Spanish a plus
• Encompass LOS experience

• Proven ability to coach, motivate, and hold teams accountable
• Data‑driven mindset with strong reporting and forecasting skills
• Strong communication and leadership presence
• Ability to execute strategy while adapting to changing market conditions
• Excellent organizational, time‑management, and problem‑solving skills