J Join One of Central Florida's Top Real Estate Teams The Erica Diaz Team is a high-volume, fast-growing real estate team serving Winter Garden and the surrounding Central Florida communities. We invest heavily in generating opportunities through Zillow, online marketing, Fello, our existing database, and other lead sources. We are looking for a Lead Flow & Conversion Manager whose primary responsibility is simple: Make sure no legitimate opportunity falls through the cracks. Your responsibility is to ensure that our agents and Inside Sales Agents respond quickly, follow the correct scripts and processes, set quality appointments, document their activity, and consistently follow up with every opportunity. This is not a passive CRM-monitoring position. We want someone who sees a new lead and immediately asks: Who owns it? Has it been contacted? Was the correct script used? Was an appointment requested? Was the lead added and updated correctly in the CRM? Is the correct action plan active? What follow-up is required next? Who is responsible for completing it? You will take ownership of the daily health, organization, accountability, and performance of our lead pipeline. What You'll Own You will oversee the daily execution of our lead-management standards from the moment an opportunity enters our system through contact, follow-up, appointment setting, agent handoff, and continued nurture.

Your responsibilities will include:

Monitor incoming leads throughout the day and confirm that they are assigned and contacted within the required response time. Assign, distribute, and redistribute leads according to established team policies. Monitor lead ponds and ensure opportunities are claimed, staged, and worked correctly. Review daily pipeline activity and take immediate action on neglected, stalled, or improperly managed leads. Audit calls, texts, emails, notes, tasks, stages, tags, appointments, and follow-up plans inside Follow Up Boss. Verify that agents and ISAs complete all required calls, texts, emails, and follow-up attempts. Confirm that agents and ISAs use the approved introduction, reference the correct property or inquiry, follow the required script, and directly ask for an appointment. Review call recordings and written communication to evaluate the quality of lead conversations—not just the number of attempts. Confirm that appointment, location, motivation, timing, and qualification information is gathered and documented. Ensure agents and ISAs identify additional relevant properties and, when appropriate, schedule appointments to view more than one property. Verify that every appointment is entered correctly in Follow Up Boss with the date, time, properties, assigned agent, and complete notes. Confirm that leads are moved into the correct stage at the correct time. Ensure the correct action plans are activated and allowed to run as intended. Monitor overdue tasks and incomplete follow-up and require prompt correction. Oversee long-term nurture opportunities and confirm that the assigned agent or ISA is completing the required follow-up. Ensure canceled appointments, no-shows, and not-ready leads return to the correct follow-up process. Investigate lead ownership or assignment questions using documented CRM activity and timelines. Reassign opportunities when established lead-management standards are not being met. Monitor agent eligibility for company-provided lead sources based on established follow-up and performance requirements. Pause and reactivate access to lead sources according to company policy. Maintain a clean, accurate, organized, and actionable CRM. Monitor Follow Up Boss, Zillow, Fello, and other lead platforms for routing, handoff, or integration problems. Identify breakdowns in the lead process and correct or escalate them quickly. Protect the company's investment in lead generation by ensuring every viable opportunity receives timely and consistent attention. ISA Management This position will directly manage and coach our Inside Sales Agent function.

You will:

Establish clear daily and weekly expectations for ISA activity and results. Monitor calls, meaningful conversations, response times, appointments set, appointment quality, follow-up, and handoffs. Review call recordings and written communication and provide specific coaching. Conduct regular script practice and conversion coaching. Ensure ISAs follow approved scripts, qualification requirements, nurture plans, and handoff procedures. Confirm that ISAs ask for appointments and identify additional properties when appropriate. Ensure ISA appointments and handoffs are entered and documented correctly in Follow Up Boss. Monitor ISA-to-agent handoffs and confirm that agents respond promptly. Identify performance gaps and create clear corrective action plans. Ensure ISA-generated opportunities are documented and distributed according to company policy. Hold the ISA function accountable for measurable conversion results. Agent Lead Accountability Your responsibility is specifically to lead accountability and ensure that company-generated opportunities are handled according to established standards.

You will:

Identify leads that are not being contacted or followed up with appropriately. Review the quality of agent calls, texts, emails, and appointment-setting efforts. Identify when agents are failing to ask for appointments or are using ineffective scripts. Verify that agents are updating stages, adding notes, completing tasks, activating action plans, and documenting appointments. Communicate lead-management concerns clearly and professionally. Provide specific coaching based on actual calls, messages, and CRM activity. Document performance concerns using objective data. Take action according to established lead-distribution policies. Reassign opportunities when necessary. Pause or reactivate lead access according to established standards. Escalate repeated or serious performance concerns to the Director of Operations. Your focus is the lead and the opportunity—not managing an agent's overall business. Reporting and Conversion Performance Numbers should tell you where the problems are. You will monitor and report on key performance indicators, including: Lead volume Speed-to-lead Contact rate Meaningful conversations Appointment requests Appointment-setting rate Appointment quality Appointment outcomes Multi-property appointments ISA performance Agent follow-up compliance CRM and stage accuracy Action-plan activation Handoff response times Lead-source performance Lead conversion Neglected or stalled opportunities Long-term nurture opportunities More importantly, you will be expected to act on the information. If response times increase, investigate why. If agents or ISAs are not asking for appointments, review the conversations and coach the correct approach. If appointments decline, determine where the breakdown is occurring. If appointments are consistently limited to one property, identify why additional options are not being offered. If stages, notes, or action plans are incorrect, require them to be corrected. If opportunities are sitting untouched, take action. This position is about execution and accountability—not simply reporting numbers. Systems and Process Improvement You will own the daily execution and health of our lead-management processes.

You will:

Test lead-routing workflows and follow-up plans. Identify broken automations, routing problems, and process gaps. Monitor integrations between lead platforms and Follow Up Boss. Identify issues affecting lead response, follow-up, documentation, and conversion. Recommend improvements to scripts, routing rules, action plans, follow-up sequences, and conversion processes. Provide feedback to the Director of Operations about what is and is not working. Help test and implement approved improvements. Continually look for ways to make the pipeline faster, cleaner, and more effective. Authority Within the Role This position has the authority to: Assign and reassign leads. Manage lead distribution and lead ponds. Manage and hold the ISA accountable. Review agent and ISA lead activity. Address lead-follow-up and documentation concerns. Require corrections to stages, notes, tasks, appointments, and action plans. Pause or reactivate access to company lead sources according to established standards. Correct CRM and pipeline issues. Intervene when an opportunity is not being handled appropriately. Major policy exceptions, disciplinary matters, and employment decisions will remain with the Director of Operations and company leadership. Who We're Looking For You are organized, persistent, analytical, decisive, and extremely comfortable taking ownership. You do not need someone repeatedly asking whether something was handled. You notice problems. You investigate them. You make a decision. You take action. You follow through until the issue is resolved. You understand that leads are expensive, timing matters, and consistent follow-up can dramatically change outcomes. You'll thrive in this role if you: Are exceptionally organized and detail-oriented. Have a strong sense of urgency. Understand the importance of speed-to-lead. Are comfortable making decisions and enforcing established standards. Can communicate directly and professionally with agents, ISAs, and leadership. Enjoy reviewing CRM activity to determine what actually happened. Are comfortable reviewing call recordings and providing specific feedback. Can identify weak scripts, missed appointment opportunities, and incomplete qualification. Can manage hundreds of opportunities without becoming overwhelmed. Think analytically and use data to identify problems. Understand effective lead follow-up, qualification, and appointment-setting. Are proactive, resourceful, and solution-oriented. Follow through consistently. Are comfortable learning and troubleshooting technology. Can manage an ISA and keep performance focused on measurable results. Can have direct accountability conversations without becoming confrontational. Take ownership rather than waiting for someone else to solve the problem. Experience Experience in one or more of the following areas is strongly preferred: Real estate lead management ISA management Lead conversion CRM management Appointment-setting oversight Sales operations Database management Online lead management Agent coaching and accountability Experience with Follow Up Boss is strongly preferred. Experience with Zillow, Fello, online lead routing, database nurture systems, ISA operations, call-review platforms, and real estate conversion systems is a major plus. More important than having the perfect résumé is having the discipline and mindset to take ownership of a large lead pipeline and produce measurable improvements through strong oversight and accountability. This Role Is Not for You If… You prefer waiting for instructions before taking action. You are uncomfortable reviewing calls or providing direct feedback. You avoid accountability conversations. You believe one or two contact attempts are enough. You focus only on activity numbers without evaluating quality. You identify problems but wait for someone else to fix them. You make decisions without reviewing CRM history. You struggle to follow and enforce systems consistently. You dislike working with numbers and performance metrics. You are uncomfortable being measured by results. You believe leads simply "go cold" and nothing more can be done. You are looking for a traditional administrative position. You are looking for a client-facing sales or appointment-setting role. This is an ownership and accountability position. We believe consistent, thoughtful, and persistent follow-up changes outcomes. Why Join the Erica Diaz Team? You will be joining an established Central Florida real estate team with significant lead volume, strong marketing, proven systems, and ambitious growth goals. We invest heavily in creating opportunities. We need someone equally committed to making sure those opportunities are handled exceptionally well. This is a high-impact position where your work will directly affect appointments, conversion, revenue, and company growth. For the right person, there is significant opportunity to build and improve one of the most important functions inside our company. Position Details Full-time In-office in Winter Garden, Florida $70,000 per year Paid time off Reports to the Director of Operations Manages the Inside Sales Agent function Some evening or weekend availability may occasionally be required to monitor lead response and coverage Work location: In person To Apply Please submit your résumé to alejandra@ericadiazteam.com along with short answers to the following questions: A new internet lead arrives at 10:02 AM. At 10:10 AM, there is still no documented contact attempt. Walk us through exactly what you would do next. While reviewing a lead, you discover that the agent called once but did not follow the approved script, did not ask for an appointment, and did not activate an action plan. How would you address it? An appointment was set to view one property, but the lead may qualify for several similar homes. What would you expect the ISA or agent to do? You discover several active leads with incorrect stages, no active action plans, and no upcoming tasks. How would you prioritize and correct the situation? An agent disagrees with your decision to reassign a lead. How would you explain and document your decision? An ISA is meeting the required call volume but is not producing enough qualified appointments. What would you review first, and how would you coach them? We care just as much about how you answer these questions as we do about what is on your resume.

Pay:

$70,000.00 per year

Benefits:

Paid time off

Work Location:

In person