Customer Service Operations Manager - ServiceMac
Core
Managing a team of Customer Service Representatives in a service-related call center and/or non-call center environment to ensure outstanding customer service and operational efficiency.
Role type
Customer Service Operations Manager
Builds
Customer service operations and support for mortgage and real estate industries
Domain
Mortgage servicing and financial services
Deliverable
client delivery
Required skills
team leadership, operational risk management, workflow analysis, SLA management, vendor relationship management, call center metrics analysis, performance coaching, scheduling, performance review administration
Preferred skills
mortgage servicing experience, VOS experience, supervisory experience in call centers, knowledge of mortgage lending/servicing industry
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 to support SLA deliverables; Review Call Center reports to identify coaching and performance opportunities
Seniority
Mid-level manager, hands-on leadership