Customer Service Operations Manager - ServiceMac

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 group policies and procedures, and recommend strategies and priorities for supporting SLA deliverables Excellent verbal and written communications skills Review 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 Qualifications 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 11:00 am – 8:00 pm and Saturday 9:00 am – 3:00 pm (ET) Background Check & Eligibility 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 Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401(k), PTO/paid sick leave and other benefits such as an employee stock purchase plan. First American is an equal opportunity employer in every sense of the term. #J-18808-Ljbffr First American Financial Corp.