Customer Service Operations Manager - ServiceMac

First American•Fort Mill, NV

4d•$73,900 - $98,500•Onsite

About The Position

Responsible for managing a team of Customer Service Representatives in a service-related call center and/or non-call center environment. Sets priorities of the daily operations and achieves objectives in providing outstanding customer service. The Customer Service Operations Manager is a hands-on leadership role responsible for identifying problems and trends, determining root causes, and executing solutions. The desired candidate will be responsible for ensuring call center teams are staffed to properly to ensure adequate coverage, have the necessary training and resources to successfully perform their work, and assist our Customer Operations Representatives so that they provide exceptional service to our customers. Additionally, the Customer Service Operations Manager will utilize call center data to continually improve operations and the customer experience. ServiceMac is looking for a highly organized professional with management experience who can ensure the most efficient operations of our call center.

Requirements

3-5 years of experience in a customer service role within mortgage, financial services, insurance, banking or fintech
3 years of supervisory experience (preferably in a call center)
Knowledge of mortgage lending/servicing industry
Must be responsive to customer and client needs, possess a passion for quality, and have a history of strong results.
Must have comprehensive understanding of call center metrics and technologies.
Must have compelling communication and influencing skills to win the support of senior management and influence strategic decisions.
Ability to maintain composure in a fast-paced environment
Analytical with the ability to detect problems in workflow
Ability to multitask on various items while meeting strict timelines and deadlines

Nice To Haves

Bachelor’s Degree preferred
Previous mortgage servicing experience is preferred
VOS experience is preferred

Responsibilities

Provide leadership to customer service representatives and develop growth opportunities within the Call Center
Handle administrative functions related to Human Resources, e.g., scheduling, time-off reports, performance reviews and performance management.
Implement and monitor key controls and manage appropriate operational risks.
Regularly review department workflows, performance impacts and implementation of new processes and strategies affecting the Call Center
Establish group policies and procedures, and recommend strategies and priorities for supporting SLA deliverables
Reviewing various Call Center reports to identify coaching and performance opportunities.
Establish and maintain relationships with the company’s vendors and operational support departments.
Other duties, responsibilities, and job functions as assigned