Sales and Service Development Team Lead

Irvine, CA
Full Time
Mutual of Omaha Reverse Mortgage
Manager/Supervisor

Sales and Service Development Team Lead

On-site (Irvine, CA)

Full-Time

$70k + $1500 monthly bonus

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.

We offer an extensive compensation package. Benefits include Medical, Dental, and Vision insurance, company paid life insurance, 401K with a generous employer match and additional benefits such as Free Legal Services and an Employee Loan Program. Mutual of Omaha Mortgage is an Equal Opportunity Employer and we encourage diverse, talented, qualified applicants to apply.

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 Sales and Service Development 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
  • Track and analyze KPIs such as call volume, lead conversion rates, service resolution, and customer satisfaction.
  • Prepare regular reports and insights for leadership on team performance and development trends.
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
  • Health, dental, vision, and 401(k) benefits
  • Ongoing training and professional development
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