call center manager

South Jersey Automotive Group

JOB DESCRIPTIONHigh volume automotive group is currently recruiting for an Internet Sales Manager / Business Development Center (BDC) Manager. The Internet Sales Manager will oversee the Internet department which responds to customer inquiries and ensures that the dealership maximizes potential on Internet sales.TARGET SALARY Competitive Salary + Aggressive Bonus (Target Income of $125,000 to $175,000) Benefits include medical, dental, 401k, and more!DUTIES &amp; RESPONSIBILITIES - Communicates effectively with Internet customers and prospects according to their preferred method of communication, whether by phone, by e-mail, or in person. - Hire, train and cultivate BDC staff. - Has thorough knowledge of all dealership products and services. - Satisfies the transportation needs of Internet-generated customers. - Directs customers to product information resources, including those available on the Internet. - Assists customers in selecting a vehicle. - Understands the psychology of Internet customers and works with them accordingly to draw them into the store for proper vehicle demonstration and to close the transaction. - Checks email frequently and responds to inquires immediately. Delivers messages intended for other departments promptly. Notifies customers that their messages have been forwarded to the appropriate personnel for prompt attention. - Coordinates Internet promotions with other dealership sales promotions and advertising. - Ensures that the Web site address is prominently displayed throughout the dealership; e.g., on business cards, flyers, pens, and all dealership advertising. - Researches auto-buying services on the Internet and acts as liaison with any services the dealership uses to promote its site or advertise. - Works with webmaster to update the Web site frequently to attract new and repeat visitors. - Maintains an ongoing customer database to capture repeat business. - Knows and understands the federal, state, and local laws which govern retail automobile sales. - Establishes personal income goals that are consistent with dealership standards of productivity, and devises a strategy to meet those goals. - Keeps abreast of new products, features, accessories, etc., and their benefits to customers. - Attends product and sales training as requested by the General Manager. - Attends sales meetings. - Maintains professional appearance. - Must follow all company safety policies and procedures, and immediately report any and all accidents to a manager or supervisor.JOB REQUIREMENTS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. - Previous experience within the internet department of an automotive dealership. - Must have strong technical and Internet skills. - Exceptional leadership skills. - Must have a valid driver's license.HOW TO APPLY Interviews will be scheduled via e-mail only. Please submit resume for immediate consideration.Pay: $125,000.00 - $175,000.00 per yearBenefits:<ul><li>401(k)</li><li>401(k) matching</li><li>Dental insurance</li><li>Health insurance</li><li>Paid time off</li></ul>People with a criminal record are encouraged to applyWork Location: In person

Automotive Call Center Manager

BTI Solutions

<div>Call Center Operations Manager AO7177465<div>
Top skills: 
<ul><li>Process Improvement</li><li>Vendor Management</li><li>Business Analysis</li></ul> 
Schedule: Fully onsite 
 
KEY RESPONSIBILITES/REQUIREMENTS: 
 
Position Summary 
The Operations Manager will lead initiatives to enhance customer experience and streamline operational processes within the Care+ team of the MX organization. This role will focus on identifying inefficiencies, implementing process improvements, and ensuring seamless customer interactions across all touchpoints. 
This role is a vendor and customer-facing role and requires problem-solving and strong communication skills. 
 
Roles &amp; Responsibility 
<ul><li>Develop and execute strategies to improve customer experience metrics and optimize operational efficiency</li><li>Leverage NPS results, Medallia survey data and KPI results to provide actionable insights and drive process improvements</li><li>Collaborate with cross-functional teams to ensure alignment on customer experience goals and operational objectives</li><li>Analyze and document current processes, identify bottlenecks, and implement solutions to optimize workflows</li><li>Case-manage customer escalations</li><li>Act as main point of contact for Call Center BPO and Third-Party Administrator</li><li>Lead training and development programs to enhance team capabilities in customer experience and process improvement</li></ul> 
Minimum Qualifications 
<ul><li>Bachelor's degree in Business Administration, Operations Management, or a related field.</li><li>5 years of experience in operations management or a related role.</li><li>Proven track record of improving customer experience and operational processes.</li><li>Strong analytical skills with the ability to interpret data and make data-driven decisions.</li><li>Excellent communication and leadership skills.</li></ul> 
Preferred Qualifications 
<ul><li>Experience in the mobile device protection industry.</li><li>Familiarity with process improvement methodologies such as Lean or Six Sigma.</li><li>Experience managing cross-functional teams in a fast-paced environment.</li></ul></div><h1 class="jobSectionHeader">
Why work at BTI?</h1>
We&rsquo;re committed to creating a workplace where employees feel valued, supported, and empowered to grow. Our team benefits from competitive compensation, comprehensive health and wellness offerings, and opportunities for professional development. We are proud to be an equal opportunity employer and make all employment decisions without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected status.
We comply with all applicable federal, state, and local employment laws, including those related to fair hiring practices, pay transparency, workplace safety, and reasonable accommodations. We are dedicated to maintaining an inclusive environment where everyone has the opportunity to succeed and contribute meaningfully.</div>

Call Center Operations Manager AO7177465

Strive Recovery

<div><h1 class="jobSectionHeader">Admissions Intake Substance Use Disorder Manager</h1>

Remote | Full-Time | Management | Substance Use / Behavioral Health 

<h2 class="jobSectionHeader">
About Us</h2>

Strive Recovery is a results-driven residential substance use treatment facility providing 3.5 (Clinically Managed High-Intensity Residential) and 3.1 (Clinically Managed Low-Intensity Residential) levels of care. We are on a mission to build elite, compassionate teams that transform lives &mdash; and we need an all-star Call Center Manager to lead that charge. 

<h2 class="jobSectionHeader">
Role Overview</h2>

We are seeking a high-performance, hands-on Call Center Manager to remotely lead our admissions and outreach call center team. This is a working management role &mdash; you will not only direct and develop your team of 5+ direct reports, but actively participate in call operations while driving accountability, quality, and results across all inbound and outbound call efforts.

The ideal candidate is an energetic, organized leader with a proven record in behavioral health or substance use treatment call environments &mdash; someone who builds championship-caliber teams, owns the numbers, and thrives in a fast-paced remote setting.
<h2 class="jobSectionHeader">
Key Responsibilities</h2>

Team Leadership &amp; Development
<ul><li> Directly manage, coach, and develop a remote team of 5+ call center staff</li></ul>
<ul><li> Set a high-performance culture rooted in accountability, urgency, and compassion</li></ul>
<ul><li> Conduct regular 1:1s, team huddles, call reviews, and performance evaluations</li></ul>
<ul><li> Design and implement onboarding, ongoing training, and skills development programs</li></ul>
<ul><li> Identify and cultivate top talent; build bench strength for an all-star team</li></ul>

Operations &amp; Process Management
<ul><li> Establish and enforce call center SOPs, policies, and coverage schedules</li></ul>
<ul><li> Oversee and optimize systems, technology, and workflows to maximize efficiency</li></ul>
<ul><li> Ensure adequate staffing and coverage across all shifts and call queues</li></ul>
<ul><li> Manage call routing, queue management, and escalation protocols</li></ul>
<ul><li> Monitor real-time and historical performance data; generate reports for leadership</li></ul>

Quality Assurance &amp; Accountability
<ul><li> Maintain rigorous QA standards for all inbound and outbound call activity</li></ul>
<ul><li> Listen to recorded calls, provide timely feedback, and enforce service quality benchmarks</li></ul>
<ul><li> Hold team members accountable to KPIs including conversion rates, response times, and follow-up completion</li></ul>
<ul><li> Address performance issues swiftly and constructively to protect team output</li></ul>

Verification of Benefits (VOB) Oversight
<ul><li> Oversee and ensure accurate, timely completion of insurance verification of benefits for all prospective patients</li></ul>
<ul><li> Train staff on VOB processes and ensure compliance with payer requirements</li></ul>
<ul><li> Resolve complex VOB issues and serve as an escalation point for insurance-related questions</li></ul>

Admissions &amp; Outreach
<ul><li> Drive inbound admissions inquiries through responsive, empathetic, and effective call handling</li></ul>
<ul><li> Lead and monitor outbound call campaigns to referral sources and prospective patients</li></ul>
<ul><li> Collaborate cross-functionally with clinical, admissions, and business development teams</li></ul>
<ul><li> Address urgent issues &mdash; including after-hours situations &mdash; with appropriate speed and judgment</li></ul>
<h2 class="jobSectionHeader">
Requirements</h2>

Experience
<ul><li> 2+ years of Admissions Intake Management experience specifically within a residential substance use treatment facility</li></ul>
<ul><li> Demonstrated experience at 3.5 (Clinically Managed High-Intensity Residential) level of care; familiarity with 3.1 level of care preferred</li></ul>
<ul><li> Minimum 5 direct reports managed in a call center environment</li></ul>
<ul><li> Proven experience running Verification of Benefits (VOB) processes</li></ul>
<ul><li> Track record of managing and leading remote teams effectively</li></ul>

Skills &amp; Competencies
<ul><li> Strong command of call center systems, CRMs, and remote communication tools</li></ul>
<ul><li> Ability to design and implement processes, policies, and training programs from the ground up</li></ul>
<ul><li> Exceptional organizational and time management skills with ability to prioritize competing demands</li></ul>
<ul><li> High sense of urgency &mdash; comfortable making quick decisions and resolving issues in real time</li></ul>
<ul><li> Excellent written and verbal communication skills</li></ul>
<ul><li> Data-driven mindset with the ability to interpret metrics and translate them into action</li></ul>
<ul><li> Deep understanding of behavioral health admissions, insurance landscape, and patient intake</li></ul>
<h2 class="jobSectionHeader">
What We Offer</h2>
<ul><li> Fully remote position with a mission-driven, passionate team</li></ul>
<ul><li> Competitive compensation commensurate with experience</li></ul>
<ul><li> Opportunity to build and shape a best-in-class call center from a leadership position</li></ul>
<ul><li> Collaborative, high-growth environment where your impact is visible and valued</li></ul>
<ul><li> The chance to contribute meaningfully to patient access to life-saving addiction treatment</li></ul>
<h2 class="jobSectionHeader">
How to Apply</h2>

If you are a driven call center leader with substance use treatment experience and the passion to build an elite team, we want to hear from you. Please submit your resume and a brief cover letter outlining your relevant experience &mdash; including your VOB background and the levels of care you have worked with.

Apply directly through Indeed or Strive Recovery website. We look forward to connecting with you.

Strive is an equal opportunity employer 


#IND</div>

Admissions Intake Substance Use Disorder Manager

Positive Impact Health Centers

<div>
 Job Type
 
 
 Full-time
 
 
 
 Description
 
 
 
 
 Are you seeking a career with a growing company, a place where you can make an impact in the community? Then Positive Impact Health Centers is the company for you.
 
 
 
 
 What makes us different? We offer our employees the following:
 
 
 
 <ul>
 <li>
 1 Health Wellness day per quarter
 </li>
 <li>
 Parental Leave
 </li>
 <li>
 Free parking at our locations/bus line accessibility
 </li>
 <li>
 Competitive Salary &amp; Benefits
 </li>
 <li>
 Automatic 3% Safe Harbor &amp; 2% Profit Sharing (Retirement Program)
 </li>
 <li>
 100% allotted for benefit elections for employees, 50% allotted for benefit elections for employees' spouse/dependents
 </li>
 <li>
 Credit Union
 
 
 </li>
 </ul>
 
 Positive Impact Health Centers
 
 (PIHC) is a community leader in providing HIV prevention, care and treatment services. The PIHC model of care assures that individuals with HIV have access to medical, pharmacy, dental, behavioral health, and social services, providing the best opportunity for patients to achieve high-quality health outcomes.
 
 
 
 JOB SUMMARY:
 
 The Medical Contact Center Manager will build and lead our patient access and communication hub. This role will oversee the launch, daily operations, and continuous improvement of our first contact center, ensuring patients experience timely, compassionate, and efficient support at every touchpoint. The Manager will lead and develop a high-performing team, implement best-in-class workflows and technologies, and partner closely with clinical and administrative departments to optimize scheduling, patient inquiries, and overall access to care. The ideal candidate combines strong leadership, operational expertise, and a patient-centered mindset to drive performance, quality, and an exceptional patient experience.
 
 
 
 
 This position description should not be interpreted as all-inclusive. It is intended to identify the major responsibilities and requirements of this position. The incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this position description.
 
 
 
 
 
 Requirements
 
 
 
 
 ESSENTIAL FUNCTIONS:
 
 
 
 
 Duties And Responsibilities
 
 
 
 <ul>
 <li>
 Conducts Quality Assurance activities (e.g., call monitoring, guidance, database analysis) which focuses on the continuous development of the consistency in compliance and accuracy of both verbal and written communications.
 </li>
 <li>
 Utilizes tools to monitor patient calls and ensures team is providing excellent customer service.
 </li>
 <li>
 Demonstrates the ability to organize, manage and prioritize assigned work tasks
 </li>
 <li>
 Delivers efficient time management strategies when performing medical information activities following all required legal compliance standards.
 </li>
 <li>
 Ensures new hire training is comprehensive, up to date and completed within defined timelines, resulting in an employee&rsquo;s ability to work independently.
 </li>
 <li>
 Responsible for providing quality customer support through active listening, patience, empathy, and problem-solving skills even through complex situations
 </li>
 <li>
 Monitors call volume and related activities on a consistent basis; provides management with periodic reports to facilitate staffing/process decisions.
 </li>
 <li>
 Facilitates and assists team with key projects for the group and coordinates with interdisciplinary partners as required.
 </li>
 <li>
 Collaborates with other departments, including clinical staff, IT, and administrative teams, to streamline processes and enhance overall efficiency; Participate in interdisciplinary meetings and committees to drive process improvements and enhance patient outcomes.
 </li>
 <li>
 Oversee the day-to-day operations of the medical contact center, including managing incoming calls, emails, and other forms of communication.
 </li>
 <li>
 Lead and manage a team of contact center agents, providing guidance, support, and training as needed.
 </li>
 <li>
 Develop and implement policies, procedures, and protocols to ensure the highest quality of service delivery.
 </li>
 <li>
 Utilize strong leadership abilities to foster a positive work environment and promote teamwork and collaboration among contact center staff.
 </li>
 <li>
 Monitor and evaluate contact center performance metrics, such as call volume, response times, and customer satisfaction, and implement strategies for continuous improvement.
 </li>
 <li>
 Ensure compliance with HIPAA regulations and other relevant healthcare standards and guidelines.
 </li>
 <li>
 Handle escalated patient inquiries and complaints in a professional and timely manner.
 </li>
 <li>
 Provide regular reports and updates to senior management on contact center performance and key metrics.
 </li>
 <li>
 Stay informed about developments in healthcare technology, communication systems, and contact center best practices, and make recommendations for implementation as appropriate.
 </li>
 <li>
 Supervise, mentor, and empower a team of contact center agents to deliver high-quality service to patients and healthcare providers. Provide ongoing training, coaching, and performance feedback to ensure the team meets or exceeds performance goals.
 </li>
 <li>
 Manage all aspects of the medical contact center, including call routing, appointment scheduling, patient triage, and follow-up communication. Monitor call volume, response times, and service levels to ensure optimal performance and patient satisfaction.
 </li>
 <li>
 Champion a patient-centered approach to care delivery, ensuring that all interactions with patients and their families are conducted with empathy, professionalism, and respect. Address patient inquiries, concerns, and complaints promptly and effectively, escalating issues as needed to achieve resolution.
 </li>
 <li>
 Develop and implement strategic plans and initiatives to optimize the efficiency and effectiveness of the medical contact center operations.
 </li>
 <li>
 Maintain strict confidentiality guidelines, regarding all clients, conversations , referrals of work and information, based on PIHC&rsquo;s policies and procedures.
 </li>
 <li>
 Other duties as assigned
 
 
 </li>
 </ul>
 
 Knowledge, Skills, And Abilities
 
 
 
 <ul>
 <li>
 Excellent communication, interpersonal, and conflict resolution skills, with a demonstrated ability to interact effectively with diverse stakeholders.
 </li>
 <li>
 Experienced in working with culturally diverse populations
 </li>
 <li>
 Must have strong computer system skills.
 </li>
 <li>
 Must have ability to work in a fast-paced environment and attention to detail
 </li>
 <li>
 Ability to work as a team member and lead the Contact Center Team.
 </li>
 <li>
 Proficiency in Microsoft Office Suite and other relevant software applications.
 </li>
 <li>
 Experience with call center technologies and relevant EHR databases.
 </li>
 <li>
 Flexible, and detail-oriented, with a positive attitude, and a strong ability to multitask, prioritize projects, and communicate at all levels within the company.
 
 
 </li>
 </ul>
 
 Minimum Qualifications
 
 
 
 <ul>
 <li>
 Professional degree or certification in nursing, public health administration, health care administration, business administration, or related field
 
 
 </li>
 </ul>
 
 Experience
 
 
 
 <ul>
 <li>
 Minimum of five (5) years of clinical experience in various healthcare settings
 </li>
 <li>
 Prefer at least two (2) years of experience in a leadership or management role within a contact center or customer service environment.
 </li>
 <li>
 Maintain current licensure, as well as current CPR
 
 
 </li>
 </ul>
 Salary Description
 
 
 $55,000 - $70,000
</div>

Contact Center Manager

Digital Penguin

About the RoleWe are looking for an experienced and results-driven Floor Manager to oversee daily operations, support team performance, and ensure the highest standards of customer service. The successful candidate will be responsible for managing advisors, monitoring productivity, providing coaching, and maintaining a positive and professional working environment.Key Responsibilities<ul><li>Supervise and support a team of Customer Service Representatives (CSRs).</li><li>Conduct daily performance assessments and provide constructive feedback to team members.</li><li>Monitor CRM activity throughout the day to ensure agents are actively engaged and adhering to productivity standards.</li><li>Track agent statuses and investigate extended periods of inactivity or time spent on pause outside of authorized breaks.</li><li>Monitor attendance, punctuality, and adherence to schedules.</li><li>Provide coaching, mentoring, and ongoing performance improvement support.</li><li>Conduct call monitoring and quality assurance reviews to ensure service and compliance standards are maintained.</li><li>Deliver induction and training sessions for new joiners, ensuring they understand company processes, systems, compliance requirements, and performance expectations.</li><li>Assist with training, and development of new and old team members.</li><li>Ensure individual and team KPIs are achieved.</li><li>Generate daily, weekly, and monthly performance reports for management.</li><li>Identify performance gaps and implement corrective action plans where necessary.</li><li>Ensure compliance with company policies, procedures, and operational guidelines.</li><li>Foster a positive, professional, and high-performance work environment.</li><li>Recommend and implement process improvements to enhance team efficiency and productivity.</li></ul>Requirements<ul><li>Previous experience in a Floor Manager, Team Leader, Supervisor, or similar leadership role.</li><li>Strong understanding of call center operations and performance management.</li><li>Experience using CRM systems and workforce monitoring tools.</li><li>Excellent leadership, communication, and coaching skills.</li><li>Strong analytical and problem-solving abilities.</li><li>Ability to manage multiple priorities in a fast-paced environment.</li><li>Proficiency in Microsoft Office and reporting tools.</li></ul>Preferred Qualifications<ul><li>Experience in customer service, lead generation, claims management, or contact center environments.</li><li>Proven ability to lead teams and achieve performance targets.</li></ul>Working Hours &amp; Schedule<ul><li>Shift Timing: 1:00 PM &ndash; 10:30 PM (Mon - Thurs)</li><li>Friday: Half day (2:30PM to 9:30PM)</li><li>Saturday: Half day (2:00PM to 8:00PM)</li><li>Sunday: Off (fixed weekly off)</li></ul>Note: Manadatory to be in the office before 10 mints of shift time.Benefits<ul><li>Company-provided meal (Dinner)</li><li>Supportive &amp; Professional work environment</li><li>Growth opportunities</li><li>Annual Leaves/Paid holidays</li></ul>Experience<ul><li>Team Leadership/Supervisory Experience: 2+ years (Preferred)</li><li>Call Center Operations Management: 2+ years (Preferred)</li></ul>Work Location: [On-site]Apply now if you are a hands-on leader who can effectively monitor team performance, maintain operational discipline, and drive continuous improvement.Do not apply if you don't have BPO/Call center/Contact Center Experience.Pay: Rs40,000.00 - Rs60,000.00 per monthWork Location: In person

Floor Manager (BPO)

Sukoon Insurance

<div>
 
 
 Job Summary:
 
 
 <ul>
 <li>
 Efficiently lead the Contact Centre&rsquo;s team to continuously improve Customer Service &amp; Production through consistent delivery of superior customer experience.
 </li>
 <li>
 Support the Contact Centre Head in ensuring adherence to Contact Center Service Standards / SOP&rsquo;s and Department Objectives.
 </li>
 </ul>
 
 
 
 
 
 Job Accountabilities:
 
 
 <ul>
 <li>
 Lead the call centre by developing, implementing and reviewing call centre processes for inbound and outbound operations and related responsibilities and tasks;
 </li>
 <li>
 Drive customer satisfaction by ensuring timely resolution of customer queries and complaints, building relations and gaining credibility, through continuous monitoring of call centre KPIS;
 </li>
 <li>
 Training &amp; Coaching: Maintaining high product knowledge level for all team members resulting is efficient call handling , sales and conversion ratio .
 </li>
 <li>
 Updating team members on Process changes, new product release &amp; system changes.
 </li>
 <li>
 Ensure consistency in adherence to the call centre guidelines, underwriting guidelines and operational procedures;
 </li>
 <li>
 Accountable for direct sales in the consumer lines of business;
 </li>
 <li>
 Ensure consistency in adherence to the call centre guidelines, underwriting guidelines and operational procedures;
 </li>
 <li>
 Quality Scores : Maintaining high call quality standards through daily guidance , buddy training &amp; calls monitoring.
 </li>
 <li>
 Set and measure performance targets for speed, efficiency, sales and quality;
 </li>
 <li>
 Manage the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations;
 </li>
 <li>
 Set and measure performance targets for speed, efficiency, sales and quality;
 </li>
 <li>
 Monitor random calls to improve quality, minimize errors and track call center agent performance;
 </li>
 <li>
 Organize staffing, including shift patterns and the number of staff required to meet demand;
 </li>
 <li>
 Forecast and analyze data against budget figures on a weekly and/or monthly basis;
 </li>
 <li>
 Manage the complaint management function and ensure adherence to all DHA/HADD laws on complaint handling.
 </li>
 <li>
 Support team development through periodic review, mentoring, counseling, and feedback.
 </li>
 </ul>
 
 
 
 
 
 Key Performance Indicators (KPIs):
 
 
 <ul>
 <li>
 CC abandoned rate
 </li>
 <li>
 GPW production
 </li>
 <li>
 Team&rsquo;s Product knowledge
 </li>
 <li>
 GPW Production
 </li>
 <li>
 Team&rsquo;s Quality scores
 </li>
 <li>
 Service Excellency &amp; Complaint Management
 </li>
 <li>
 Team&rsquo;s Data Capture &amp; Accuracy
 </li>
 <li>
 MIS &amp; Reporting
 </li>
 <li>
 Initiative
 </li>
 </ul>
 
 
 
 
 
 Skills Required:
 
 
 <ul>
 <li>
 Proven experience as call center manager or similar position.
 </li>
 <li>
 Knowledge of performance evaluation and customer service metrics .
 </li>
 <li>
 Solid understanding of reporting and budgeting procedures.
 </li>
 <li>
 Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.).
 </li>
 <li>
 Proficient in MS Office and call center equipment/software programs.
 </li>
 <li>
 Outstanding communication and interpersonal skills.
 </li>
 <li>
 Excellent organizational and leadership skills with a problem-solving ability.
 </li>
 <li>
 Positive and patient.
 </li>
 <li>
 Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus.
 </li>
 </ul>
 
 
 
 
 
 Education, Experience and Formal/Professional Qualifications:
 
 
 <ul>
 <li>
 Graduate of any bachelor&rsquo;s degree
 </li>
 <li>
 5 years experience in Insurance / Finance industry
 </li>
 <li>
 5 years experience in Call Center /Customer service team lead role
 </li>
 </ul>
 
 
</div>

Manager, Call Center

First American

<div><h2 class="jobSectionHeader">Who We Are</h2>
ServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For&reg; list for eleven consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all.<h2 class="jobSectionHeader">
What We Do</h2>
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. ServiceMac is looking for a highly organized professional with management experience who can ensure the most efficient operations of our call center.
What You&rsquo;ll Do<ul><li>
Provide leadership to customer service representatives and develop growth opportunities within the Call Center</li><li>
Handle administrative functions related to Human Resources, e.g., scheduling, time-off reports, performance reviews and performance management.</li><li>
Implement and monitor key controls and manage appropriate operational risks.</li><li>
Regularly review department workflows, performance impacts and implementation of new processes and strategies affecting the Call Center</li><li>
Establish group policies and procedures, and recommend strategies and priorities for supporting SLA deliverables</li><li>
Excellent verbal and written communications skills</li><li>
Reviewing various Call Center reports to identify coaching and performance opportunities.</li><li>
Ability to work hard and long when conducting research and awaiting results</li><li>
Able to react to change productively and handle other essential tasks as assigned</li><li>
Establish and maintain relationships with the company&rsquo;s vendors and operational support departments.</li><li>
Other duties, responsibilities, and job functions as assigned</li></ul>
What you&rsquo;ll Bring<ul><li>
Bachelor&rsquo;s Degree preferred</li><li>
High school diploma or GED</li><li>
Previous mortgage servicing experience is preferred</li><li>
VOS experience is preferred</li><li>
3-5 years of experience in a customer service role within mortgage, financial services, insurance, banking or fintech</li><li>
3 years of supervisory experience (preferably in a call center)</li><li>
Knowledge of mortgage lending/servicing industry</li><li>
Must be responsive to customer and client needs, possess a passion for quality, and have a history of strong results.</li><li>
Must have comprehensive understanding of call center metrics and technologies.</li><li>
Must have compelling communication and influencing skills to win the support of senior management and influence strategic decisions.</li><li>
Ability to maintain composure in a fast-paced environment</li><li>
Analytical with the ability to detect problems in workflow</li><li>
Ability to multitask on various items while meeting strict timelines and deadlines</li></ul>
Primary Hours
Working hours are Tuesday-Friday 11 am &ndash; 8:00 p-m &amp; Saturday, 9 am ET &ndash; 3 pm ET.<h2 class="jobSectionHeader">
What We Offer</h2>
By choice, we don&rsquo;t simply accept individuality &ndash; 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.</div>

Customer Service Front Line Supervisor-ServiceMac

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