Operation Manager Intro:
Join our dynamic team as an Operation Manager where you will have the opportunity to lead, develop, and inspire a team of Customer Service Representatives and Assistants. This role is crucial in ensuring that our customer service operations run smoothly and efficiently, maintaining high standards of compliance and client satisfaction. If you have a passion for problem-solving, excellent communication skills, and a knack for leadership, we encourage you to apply.
Operation Manager Job Details:

• Review and monitor the work and phone calls of CSR's assigned to your team, ensuring accuracy and adherence to compliance, GLBA, and FCRA guidelines.
• Manage escalated calls from upset clients or borrowers and handle overflow calls to maintain customer handle time under 2 minutes.
• Provide regular feedback and coaching to CSR's through weekly one-on-one meetings and monthly team meetings.
• Oversee training for new hires and provide ongoing training for current team members.
• Assist in preparing annual performance reviews for team members.
• Troubleshoot and develop solutions for inquiries from team members, clients, and borrowers.
• Reallocate or assign work within the team as necessary.
• Implement a call introduction process for new customers in collaboration with senior management.
• Supervise multiple teams during the absence or vacation of peer supervisors.
• Generate team reports on an ad hoc basis.
• Perform other related duties as assigned.

Operation Manager Mandatory Skills:

• Proven ability to train and manage a team effectively.
• Detail-oriented with strong follow-through and problem resolution skills.
• Ability to type at least 45 words per minute.
• Professional demeanor with effective communication skills across all levels of the organization.
• Strong prioritization and time management skills.
• High energy and enthusiasm with a demonstrated ability to motivate others.
• Proficient in Microsoft Office (Word, Excel, Outlook) and internet usage.
• Skilled in operating basic office equipment like voicemail/phone systems, copiers, and fax machines.

Operation Manager Desired Skills:

• Experience in a hybrid work environment.
• Strong leadership skills with the ability to handle multiple projects and delegate tasks effectively.
• Excellent problem-solving skills, with a focus on innovative and efficient solutions.
• Commitment to fostering a team-oriented environment that encourages collaboration and optimal performance.

Operation Manager Start Date:
The position is available immediately. Interested candidates are encouraged to apply as soon as possible to begin the process of joining our team.
Operation Manager Location:
This hybrid position is based in Garden Grove, California, United States. The role requires a blend of in-office and remote work, providing flexibility while also ensuring strong team connectivity and accessibility.