Inside Sales Manager, Call Center
Full-Time | On-Site – Bethesda, MD
Our client, a fast-growing player in the private lending space, is seeking an experienced Inside Sales Call Center Manager to lead and scale a high-performing team of sales representatives focused on hard money loan origination. This is a critical leadership role driving team performance, optimizing call center operations, and enhancing the borrower experience across inbound and outbound channels.
Why This Role Matters
The top-producing inside sales rep is currently juggling both production and management responsibilities. To free him up to focus on closing deals, we’re hiring a dedicated manager to take ownership of building, coaching, and scaling the inside sales team.
Team Structure & Growth Path
- Manage a team of 9 inside sales reps (currently 7, 2 onboarding)
- Plan to scale the team significantly over time
- Inside sales is the fastest-growing, highest-performing channel in the organization
- Reports initially to the top producer, with direct line to executive leadership
Key Responsibilities
- Lead and manage a team of inside sales reps focused on private lending (no personal production)
- Monitor and optimize key performance metrics: call volume, talk time, conversion rates, pipeline movement, and close rates
- Coach reps through live call reviews, ongoing feedback, and daily accountability
- Collaborate with marketing to align lead flow strategy with campaign performance
- Leverage Salesforce to improve sales tracking, automation, and reporting; bring ideas to improve sales processes and system integrations
- Develop and refine onboarding, training, compensation, and performance management systems
- Play a strategic role in shaping the future structure of the sales organization
Required Qualifications
- 3–5+ years managing inside sales or call center teams, ideally in mortgage, lending, or financial services
- Proven ability to coach sales teams using data and call performance metrics
- Experience with CRM tools (Salesforce preferred) and sales reporting dashboards
- Skilled in scripting, objection handling, and implementing training programs
- Familiar with compliance and regulatory standards in lending environments
- Track record of hiring, onboarding, and developing top-tier sales talent
- Excellent communication and leadership skills in a fast-paced, in-office environment
Preferred Experience
- Prior leadership experience in hard money lending or private mortgages
- Background in high-volume environments such as NewDay USA, Freedom Mortgage, or similar
- Strong grasp of Salesforce systems and campaign management
- Experience scaling sales teams in a high-growth setting
Product Overview
- Private mortgages for real estate investors (e.g., fix-and-flip and DSCR rental loans)
- Mostly warm leads from active borrowers and broker partners
- Focus on non-rental loan products for inside sales team
Compensation
- Base salary + uncapped commission tied to team performance
- Monthly or quarterly bonuses based on production and growth goals
- Structured for someone motivated to scale and lead a high-performing team
