Hybrid Customer Care Team Lead — Drive Impact & Growth

Cotality; Oxford (MS); Híbrido; USD 78.000 - 85.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Generous PTO and 11 holidays

Parental leave up to 16 weeks

Baby stipend

Health insurance options

401(k) with company match

Annual well-being stipend

Tuition assistance

Recognition rewards

Descripción de la vacante

Cotality is seeking a hybrid-remote Manager, Customer Care to direct a team of 15–18 Tier 2 Associates plus a Team Lead. You will coach, monitor schedules, and drive key metrics to deliver service excellence and client advocacy.

Expect 5+ years in client-centric roles, 4+ years leadership, and a bachelor's degree or equivalent. The role supports omnichannel tools and requires collaboration with cross-functional partners.

Formación

• Requires 5+ years of relevant work experience in a client-centric environment (e.g., real estate, mortgage, or escrow).
• Typically requires 4+ years of leadership experience managing in a customer service environment. Prior contact center management experience is preferred.
• Bachelor's degree or equivalent work experience in management principles is required.
• Preferred: Familiarity with MSP/BlackKnight, Sagent, Valon, iAssist, or LSAMs or Lean Six Sigma methodologies.

Responsabilidades

• Direct supervision: lead a team of ~15-18 Customer Care Tier 2 Associates and a Team Lead with coaching and performance management.
• Monitor daily/weekly operations to ensure schedules, ACW targets and high utilization.
• Drive KPIs: First Call Resolution, Average Handle Time, quality scores under MAGIC framework.
• Support initiatives to increase Net Promoter Score to 70 through responsive service.
• Foster high-engagement culture to reduce attrition and support new talent during nesting period.

Conocimientos

Customer care leadership

Team management

SLA & KPI management

Problem solving

Educación

Bachelor's degree or equivalent

Herramientas

MSP/BlackKnight

Sagent

Valon

iAssist

LSAM

Descripción del empleo

Cotality is seeking a hybrid-remote Manager, Customer Care to direct a team of 15–18 Tier 2 Associates plus a Team Lead. You will coach, monitor schedules, and drive key metrics to deliver service excellence and client advocacy.

Expect 5+ years in client-centric roles, 4+ years leadership, and a bachelor's degree or equivalent. The role supports omnichannel tools and requires collaboration with cross-functional partners.