Customer Service Operations Manager - ServiceMac

About the role

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.

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 and maintain group policies and procedures, and recommend strategies and priorities for supporting SLA deliverables
• Reviewing various Call Center reports to identify coaching and performance opportunities
• Able to work hard and long when conducting research and awaiting results
• Able to react to change productively and handle other essential tasks as assigned
• Establish and maintain relationships with the company’s vendors and operational support departments

Requirements

• Bachelor’s Degree preferred
• 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
• Comprehensive understanding of call center metrics and technologies
• 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

Qualifications

• Primary Hours: Tuesday-Friday 11 am – 8:00 p-m & Saturday, 9 am ET – 3 pm ET
• Candidates selected for employment will be required to successfully complete a background check, credit check and drug screening as a condition of employment, where permitted by applicable law.

Benefits

• Pay Range: $73,900.00 - $98,500.00 Annually
• Comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.