Manager of Agent Services

LPT Realty; Town of Florida (NY); On-site; USD 95,000 - 135,000; Full time

Job summary

LPT Realty is seeking a Manager of Agent Services to lead onboarding, licensing, and team development. You will drive efficiency, manage ASC staff, and ensure timely, compliant agent onboarding across the brokerage.

You will collaborate with Compliance, Broker Support, Recruiting, and Operations to optimize workflows, monitor SLAs, and deliver high-quality service during peak volumes. The role requires strong leadership and a data-driven mindset.

Qualifications

• 3–5 years of proven experience managing or leading operational teams in a fast-paced, service-oriented environment.
• Strong analytical and data interpretation skills with the ability to use insights to drive performance improvements.
• Experience developing and maintaining SLAs, KPIs, and performance frameworks.
• Demonstrated ability to identify technological efficiencies and streamline workflows.
• Excellent organizational skills with strong attention to detail and follow-through.
• Strong written and verbal communication skills with the ability to provide clear direction.

Responsibilities

• Lead and oversee the agent onboarding function, ensuring timely and compliant processing.
• Manage and coach the ASC team to maintain service quality and SLA adherence.
• Oversee license verification, transfers, and onboarding documentation.
• Monitor onboarding quality and adherence to established processes.
• Track onboarding timelines and turnaround times to ensure SLA compliance.
• Monitor ticket volume and response times related to onboarding activities.
• Partner with internal teams to ensure seamless onboarding for solo agents and teams.
• Handle escalations related to onboarding, licensing, and transfers.
• Support onboarding during high-volume periods and assist with workload balance.
• Identify process improvement opportunities to enhance efficiency and accuracy.
• Ensure documentation and onboarding workflows remain current and standardized.
• Support reporting and analysis related to onboarding performance metrics.

Skills

Team leadership

Operational management

SLA & KPI development

Data analysis

Workflow optimization

Communication

Escalations handling

Tech proficiency

Tools

Dotloop

SkySlope

kvCORE

Follow Up Boss

Looker

Google Sheets

Excel

Job description

Job Overview:

The Manager of Agent Services is responsible for leading the agent onboarding andlicensing function to ensure a smooth, efficient, and compliant experience for all incoming agents and teams. This role oversees the Agent Services Coordinators (ASC) team and is accountable for maintaining service standards, monitoring onboarding timelines, and driving operational efficiency.

The Manager of Agent Services partners closely with internal departments includingCompliance, Broker Support, Recruiting, and Operations to ensure seamless execution ofonboarding activities while maintaining adherence to licensing and regulatoryrequirements. This position also plays a key role in identifying process improvements,tracking performance metrics, and supporting workload management during high volume periods.

Responsibilities:

• Lead and oversee the agent onboarding function, ensuring timely and compliantprocessing
• Manage and coach the Agent Services Coordinators (ASC) team
• Oversee license verification, transfers, and onboarding documentation
• Monitor onboarding quality and adherence to established processes
• Track onboarding timelines and turnaround times to ensure SLA compliance
• Monitor ticket volume and response times related to onboarding activities
• Partner with internal teams to ensure seamless onboarding for both solo agents andteams
• Handle escalations related to onboarding, licensing, and transfers
• Step in to support onboarding and license transfers during high-volume periods
• Assist with tickets and team workload as needed to maintain service levels
• Identify process improvement opportunities to enhance efficiency and accuracy
• Ensure documentation and onboarding workflows remain current and standardized
• Support reporting and analysis related to onboarding performance metrics

Qualifications:

• 3-5 years of proven experience managing or leading operational teams in a fast-paced, service-oriented environment
• Strong analytical and data interpretation skills with the ability to use insights to driveperformance improvements
• Experience developing and maintaining SLAs, KPIs, and performance frameworks
• Demonstrated ability to identify technological efficiencies and streamline workflows
• Excellent organizational skills with strong attention to detail and follow-through
• Strong written and verbal communication skills with the ability to provide cleardirection
• Ability to manage multiple priorities while maintaining accuracy and service quality
• Experience handling escalations and complex service scenarios
• Technical proficiency and ability to quickly learn new systems and operationalplatforms
• Ability to lead, coach, and develop team members in a structured environmentPreferred Qualifications

Preferred Qualifications

• Experience in real estate brokerage operations or similar industries
• Familiarity with systems such as Dotloop, SkySlope, kvCORE, Follow Up Boss (FUB),Lofty, or other service platforms
• Background in workflow optimization, business process improvement, or tech-enabled operations
• Experience building dashboards or working with BI tools such as Looker, GoogleSheets, or Excel
• Experience developing training programs or leading structured team developmentinitiatives

Why Join LPT Realty?

Be part of a team that values collaboration, responsiveness, and exceptional service. AtLPT Realty, we believe supporting our agents effectively is key to their success. Join us and play an important role in delivering a high-quality support experience that helps our agents thrive.