Customer Service Operations Manager

This is a fully remote position, open to applicants in Iowa, +3 more states.

📋 Description

• Provide leadership to customer service representatives while cultivating growth opportunities within the Call Center.

• Manage administrative functions related to Human Resources, such as scheduling, time-off reports, performance reviews, and performance management.

• Implement and oversee key controls, managing relevant operational risks.

• Conduct regular reviews of department workflows, performance impacts, and the implementation of new processes and strategies that influence the Call Center.

• Develop and establish group policies and procedures, recommending strategies and priorities to support SLA deliverables.

• Exhibit exceptional verbal and written communication skills.

• Analyze various Call Center reports to pinpoint coaching and performance enhancement opportunities.

• Demonstrate the ability to work diligently and persistently while conducting research and awaiting results.

• Adapt productively to change and manage other essential tasks as assigned.

• Build and maintain relationships with the company's vendors and operational support departments.

• Perform other duties, responsibilities, and job functions as assigned.

⛳️ Requirements

• Bachelor's Degree is preferred.

• High school diploma or GED required.

• Prior experience in mortgage servicing is preferred.

• VOS experience is desirable.

• 3-5 years of experience in a customer service role within mortgage, financial services, insurance, banking, or fintech sectors.

• Minimum of 3 years of supervisory experience, preferably in a call center environment.

• Knowledge of the mortgage lending and servicing industry is essential.

• Must be responsive to customer and client needs, demonstrating a passion for quality and a track record of strong results.

• Comprehensive understanding of call center metrics and technologies is required.

• Strong communication and influencing skills are necessary to gain support from senior management and influence strategic decisions.

• Ability to maintain composure in a fast-paced environment.

• Analytical mindset with the capability to identify problems in workflow.

• Ability to multitask across various items while adhering to strict timelines and deadlines.

🏝️ Benefits

• Medical.

• Dental.

• Vision.

• 401k.

• PTO/paid sick leave.

• Employee stock purchase plan.