Senior Manager Account Assistance

Midland Mortgage, a division of MidFirst Bank, is seeking an experienced Senior Manager to lead the day-to-day operations of one of our inbound and outbound call centers in the mortgage servicing industry. With 60 team members across five groups, this leader will drive performance, inspire excellence, and champion both customer engagement and operational effectiveness in a highly regulated environment.

This is a tremendous opportunity for someone who thrives in a fast-paced, metrics-driven setting and has a proven track record of delivering inbound service excellence and driving effective outbound campaign strategies. We are looking for someone who can operate at a strategic level with a collaborative approach to partner with other leaders to evolve the call center operations as a whole through continuous improvement and future digital channel expansion.

Primary Responsibilities Include:

• Lead and manage daily operations of a 60-person call center, including performance, staffing, training, and compliance
• Own and drive the achievement of key contact center metrics, inbound call routing effectiveness, and outbound campaign strategies
• Coach and develop current and future leaders to meet or exceed performance metrics while providing compassionate and solution-oriented service
• Partner with legal, compliance, risk, and business support teams to ensure all customer interactions and related controls align with regulatory requirements
• Identify opportunities to challenge existing practices and drive continuous process improvement in systems, coaching, and customer engagement through data analysis and their prior experiences
• Support implementation of new technologies and platforms to improve outreach, contact rates, and operational efficiency

Qualifications:

• 7+ years of progressive leadership experience in a contact center
• Bachelors degree
• Proven success managing both inbound and outbound operations with measurable KPI improvements
• Excellent leadership, communication, and people development capabilities
• Strong analytical skills; able to interpret call center data and translate insights into action
• Familiarity with call center systems, CRM tools, and workforce management platforms
• Experience in a regulated environment or highly structured industry (mortgage, financial services, healthcare, utilities) is preferred
• Experience in developing outbound digital service channels is a plus
• Proficient in Microsoft Office, particularly in Excel

Bachelors (preferred)
High School (required)

Proficient in Microsoft Office, particularly in Excel (required)
Proven success managing both inbound and outbound operations with measurable KPI improvements (required)
7 years: progressive leadership experience in a contact center (required)