Operations Manager

In the role of Operations Manager, you will oversee the delivery of our business operations with a strong emphasis on customer-centricity. Your responsibilities will include ensuring that both personnel and technological resources are effectively allocated to handle budgeted volumes, maximize profitability, and meet expense targets. It is crucial that you possess the ability to motivate and inspire employees, aligning them with the company’s culture and values, particularly during peak seasonal periods. You will lead a team dedicated to supporting legal real estate professionals with their inquiries regarding residential title insurance, products, and services. Your role will be to ensure that every call is managed with expertise, professionalism, and precision.

Here’s How You’ll Contribute 

• Oversee the human resources involved in daily transaction processing, ensuring employees are onboarded, trained, and customer-focused.
• Partner with business collaborators to design and implement training programs that keep agents informed about the benefits of title insurance products and services, industry standards, and customer service best practices.
• Offer leadership direction, performance management, coaching, and support for individual professional development.
• Inspire and lead a team of contact center agents handling calls related to title insurance orders and real estate transactions, ensuring they are equipped with the necessary knowledge and tools.
• Address and resolve escalated calls, providing accurate and clear information.
• Foster an environment where employees can thrive and grow.
• Monitor and respond to metrics such as call volume, productivity statistics, and customer feedback to enhance processes and service delivery.
• Track contact center metrics, including call volume, response times, and customer satisfaction. Monitor calls to ensure that the information provided to customers is accurate and professional. Identify opportunities to improve contact center operations and the customer experience.
• Initiate new projects, processes, and tasks to enhance the division’s quality.
• Adhere to expense budget requirements with a focus on continuously improving overall profitability.
• Cultivate strong internal relationships with business partners.

Requirements

Here’s what you’ll bring:

• Over 10 years of industry experience in operations management, including roles as a contact center manager or similar leadership positions within a customer service environment.
• In-depth understanding of residential real estate transactions, with experience in a legal contact center, residential real estate law firm, or title company being advantageous.
• Extensive background in managing a team of customer service agents, ensuring high levels of professionalism and effective communication.
• Proven ability to manage, motivate, and mentor a team, fostering a collaborative and high-performing work environment.
• Capability to handle customer escalations with tact and professionalism.
• Experience with CRM systems, call center software, performance tracking tools, and AI, with familiarity with real estate transaction management platforms being a plus.
• Strong analytical skills to evaluate call data, identify trends, and implement solutions to improve service levels and operational efficiency.
• A bachelor’s degree in business administration, legal real estate, or related fields is preferred.
• Comprehensive understanding of the company’s customer segments.
• Broad knowledge of industry best practices in operations.
• Solid grasp of customer service principles and experience in employee management.
• Demonstrated ability to plan and manage operational processes to achieve maximum efficiency and productivity.
• Bilingual abilities are a beneficial asset but not required.