Customer Service Operations Manager - ServiceMac

First American•Usa, SC

2d•Onsite

About The Position

ServiceMac is seeking a Customer Service Operations Manager to oversee a team of Customer Service Representatives in a service-related call center and/or non-call center environment. This role involves setting daily operational priorities, achieving customer service objectives, and identifying/resolving problems and trends. The ideal candidate will ensure adequate staffing, provide necessary training and resources, and utilize call center data to enhance operations and customer experience. This is a hands-on leadership position requiring strong organizational and management skills to ensure efficient call center operations.

Requirements

Bachelor’s Degree preferred
High school diploma or GED
Previous mortgage servicing experience is preferred
VOS experience is preferred
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

Ability to work hard and long when conducting research and awaiting results
Able to react to change productively and handle other essential tasks as assigned

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.