Customer Service Front Line Supervisor-ServiceMac
Core
Hands-on leadership role managing call center operations, ensuring adequate staffing, training, and resources to deliver exceptional customer service in the mortgage industry.
Role type
Customer Service Operations Manager (Call Center)
Builds
Call center operations and customer service delivery for mortgage servicing clients
Domain
Mortgage servicing and financial services
Deliverable
Dashboards & analysis | client delivery
Required skills
Call center management, operational risk control, workflow optimization, SLA management, call center metrics analysis, vendor relationship management, performance review administration, scheduling management, problem detection in workflows, strategic decision influence
Preferred skills
Mortgage lending/servicing industry knowledge, VOS experience, supervisory experience in call centers
Technologies
Call center metrics and technologies
Responsibilities
Provide leadership to customer service representatives and develop growth opportunities; Handle administrative functions related to Human Resources including scheduling and performance reviews; Implement and monitor key controls and manage operational risks; Review department workflows and performance impacts; Establish group policies and procedures; Review Call Center reports to identify coaching opportunities
Seniority
Mid-level, hands-on IC with supervisory experience