Job Description:As a
hybrid-remote Manager, Customer Care, you will direct a team of front-facing representatives dedicated to service excellence and client advocacy. You are responsible for overseeing the operational success of your team by ensuring adherence to established policies, meeting stringent Service Level Agreements (SLAs), and driving a culture of high engagement and performance.
Job Responsibilities: - Direct Supervision: Provide direct leadership to a team of approximately 15-18 Customer Care Tier 2 Associates and a Team Lead, focusing on coaching, professional development, and performance management.
- Operational Oversight: Monitor daily and weekly operations to ensure team members adhere to schedules, meet After-Call Work (ACW) targets, and maintain high utilization rates.
- Performance Accountability: Drive accountability for key performance indicators (KPIs) including First Call Resolution (FCR), Average Handle Time (AHT), and quality scores based on the MAGIC customer service framework.
- Strategic Metric Support: Execute initiatives designed to increase the company's Net Promoter Score (NPS) to 70 by fostering compassionate and responsive service.
- Talent & Retention: Cultivate a high-engagement team culture to reduce attrition and participate actively in the nesting period support of new talent.
- Change Resilience: Lead the team through the adoption of omnichannel support tools, including updated dashboards/systems, chat, and AI agents, ensuring skill resiliency as service delivery methods evolve.
- Stakeholder Liaison: Manage client relationships through regular status updates and business reviews, resolving escalations to maintain trust and contract compliance.
- Collaborative Leadership & Cross-Functional Partnership: Operate effectively within a shared management structure, partnering closely with peer leaders to provide aligned leadership, consistent performance expectations, and seamless support for Tier 2 operations.
Job Qualifications:- Experience: Requires 5+ years of relevant work experience in a client-centric environment (e.g., real estate, mortgage, or escrow).
- Leadership: Typically requires 4+ years of leadership experience managing in a customer service environment. Prior contact center management experience is preferred.
- Education: Bachelor's degree or equivalent work experience that provides knowledge of fundamental theories, principles, and practices of management is required.
- Preferred: Familiarity with MSP/BlackKnight, Sagent, Valon, iAssist, or LSAMs or Lean Six Sigma methodologies is a plus.
Work Environment & Expectations - Preferred: Demonstrated experience leveraging AI-powered tools into daily operations to improve efficiency, accelerate problem-solving, and increase team effectiveness.
- Schedule: Participation in a management rotation to cover evening shifts (up to 8 p.m. CST) as needed, particularly during the Q4 busy season.
- Flexible Work Model: This is a Hybrid role, with an expectation of being in the office 1-2 days per week and for "Moments that Matter" (MTM) events.
#LI-Hybrid
Annual Pay Range:77,700 - 85,000 USD
Application Window:This opportunity is expected to remain posted through the date identified below, subject to business needs.
Thrive with CotalityAt Cotality, we offer more than just a job, we provide a benefits experience designed to support your whole self. From a flexible working model to competitive time off and standout health coverage with meaningful perks and growth opportunities, our package is built to help you thrive at work and in life.
Highlights, depending on role classification, include:
- Time off: Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
- Family Support: Up to 16 weeks of fully paid parental leave and a baby stipend.
- Health: Multiple medical plan options with mental health and wellness support offerings.
- Retirement: 401(k) with company match and vesting after one year.
- Financial Perks: $400 annual well-being stipend and tuition assistance up to $5,250.
- Extras: Recognition Rewards, Referral bonuses, exclusive discounts and more!
