Customer Service Operations Manager - ServiceMac

Customer Service Operations Manager

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. Service Mac is looking for a highly organized professional with management experience who can ensure the most efficient operations of our call center.

What You'll Do

• 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
• Excellent verbal and written communications skills
• Reviewing various Call Center reports to identify coaching and performance opportunities.
• 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
• Establish and maintain relationships with the company's vendors and operational support departments.
• Other duties, responsibilities, and job functions as assigned

What You'll Bring

• 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

Primary Hours

Working hours are 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.

Pay Range: $73,900.00 - $98,500.00 Annually This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.

By choice, we don't simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First culture is inclusive for all employees - not just because it's the right thing to do, but because it's the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work.

First American is an equal opportunity employer in every sense of the term.

Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.