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Call Center Performance Manager Jobs in California

LBC Mortgage

Call Center Manager

Los Angeles, CA · On-site

This person will be responsible for day‑to‑day call center operations, team performance ... Manage daily operations of the call center and ensure performance targets are met * Supervise ...

mpi

Call Center Representative

Los Angeles, CA · On-site

$26/hr

Self-motivated and well-organized in managing time and materials, with strong attention to detail ... Meet established call center performance metrics as an individual to assist the department in ...

MV Transportation

Call Center Manager

San Rafael, CA · On-site

$75K - $89K/yr

Responsibilities MV Transportation is seeking a Call Center Manager for proposed business to ... performance, efficiency, minimum ride lengths, etc.) and considering operator and vehicle ...

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Call Center Performance Manager information

What does a call center performance manager do?

A Call Center Performance Manager is responsible for monitoring, analyzing, and improving the efficiency and effectiveness of a call center's operations. They oversee team performance, set targets, implement strategies for process improvement, and ensure customer service standards are met. This role often involves coaching team leaders, analyzing key performance indicators (KPIs), and using data to identify areas for improvement. The manager collaborates with other departments to optimize workflows and resolve issues impacting customer satisfaction.

What are the key skills and qualifications needed to thrive as a call center performance manager?

To thrive as a Call Center Performance Manager, you need strong leadership, data analysis, and operational management skills, often supported by a bachelor's degree in business or a related field. Proficiency with workforce management software, CRM platforms, and performance analytics tools is typically required. Excellent communication, problem-solving, and motivational abilities set top performers apart in this role. These skills are crucial for optimizing team productivity, ensuring customer satisfaction, and achieving organizational targets in a dynamic call center environment.

What are some common challenges faced by a call center performance manager and how can they be addressed?

A common challenge for Call Center Performance Managers is balancing high-quality customer service with productivity targets. Managers often need to motivate teams to meet key performance indicators (KPIs) while ensuring agents maintain positive interactions with customers. Addressing this requires strong coaching skills, clear communication of expectations, and the use of real-time performance analytics. Regular feedback sessions and targeted training can also help agents improve both efficiency and service quality. Additionally, fostering a collaborative team environment helps manage stress and encourages continuous improvement.

What is the difference between Call Center Performance Manager vs Call Center Supervisor?

AspectCall Center Performance ManagerCall Center Supervisor
Primary FocusMonitoring and improving overall performance metrics, analytics, and strategic planningOverseeing daily operations, managing agents, and ensuring service quality
Required CredentialsTypically a bachelor’s degree in business, communications, or related field; experience in performance analysisHigh school diploma or equivalent; experience in customer service and team supervision
Work EnvironmentOffice-based, analytical, strategic planning settingOperational, team management in call center environment
Common UsageUsed by organizations focusing on performance metrics and process improvementsUsed by organizations managing daily call center operations

The Call Center Performance Manager primarily focuses on analyzing performance data and implementing strategies to enhance overall efficiency, while the Call Center Supervisor manages daily team operations and ensures customer service standards are met. Both roles are essential but differ in scope and responsibilities.

What cities in California are hiring for Call Center Performance Manager jobs?

Cities in California with the most Call Center Performance Manager job openings:

Infographic showing various Call Center Performance Manager job openings in California as of August 2026, with employment types broken down into 82% Full Time, 14% Part Time, and 4% Contract. Highlights an 81% Physical, 2% Hybrid, and 17% Remote job distribution.

Call Center Manager

Los Angeles, CA • On-site

LBC Mortgage
Finance and Insurance • 11 - 50 employees
Learn more about LBC Mortgageexternal

Other

Posted 8 days ago

Job description

About LBC Mortgage

LBC Mortgage is a Los Angeles–based mortgage company with over 20 years of industry experience. We are focused on building a strong, system-driven sales operation and delivering an exceptional customer experience. Our team is growing fast, and we are looking for a Call Center Manager who can take ownership of our call center operations and help us scale with structure, performance, and accountability.

Position Summary

We are looking for an experienced Call Center Manager to lead our team of call center representatives and loan-related support staff. This person will be responsible for day‑to‑day call center operations, team performance, training, quality assurance, and ensuring a high level of professionalism and customer satisfaction.

The ideal candidate has experience managing a call center in the mortgage, lending, or financial services industry and understands how to drive results through clear KPIs, coaching, and process improvement.

Key Responsibilities
  • Manage daily operations of the call center and ensure performance targets are met
  • Supervise, coach, and motivate a team of call center representatives
  • Monitor call quality, scripts, and customer interactions to ensure compliance and professionalism
  • Create and improve call center processes, workflows, and internal systems
  • Track key performance metrics (KPIs) such as call volume, lead conversion, follow‑up rate, and appointment setting
  • Conduct regular performance reviews and provide ongoing coaching and feedback
  • Train new hires and ensure proper onboarding and call scripting
  • Handle escalated customer issues and ensure resolution in a timely manner
  • Ensure compliance with company policies and mortgage industry regulations
  • Help build a structured call center culture focused on accountability and results
Requirements
  • Minimum 3+ years of call center management experience
  • Strong leadership skills and ability to manage and develop teams
  • Proven experience improving call center performance through KPIs and coaching
  • Excellent communication and conflict resolution skills
  • Strong organizational and multitasking ability
  • Experience with CRM systems and call center software (dialers, tracking tools, etc.)
  • Ability to build processes and implement structure in a fast‑paced environment
  • Knowledge of mortgage products and lead qualification is a strong plus
What We Offer
  • Competitive salary + performance‑based bonuses
  • Growth opportunity within a rapidly expanding company
  • Strong leadership team and supportive environment
  • Opportunity to build and improve systems from the ground up
  • Long‑term career stability with a reputable mortgage company
Why Join LBC Mortgage

At LBC Mortgage, we don’t just want someone to manage a team — we want a leader who can help us build a high‑performing call center that drives results and supports our sales growth. If you are passionate about team leadership, structure, and performance, this is the perfect opportunity to grow with a company that is scaling fast.

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