Customer Care Team Manager - Atlanta, GA

Position Summary The Manager of the Customer Care Team leads and develops a high-performing team of customer service representatives. This role requires a strong focus on customer satisfaction, team motivation, effective communication and operational efficiency. The Manager provides coaching, direction, and training to ensure the team consistently delivers exceptional customer service experiences. Must have reliable transportation and live within a commutable distance to the following city: Atlanta, GA Essential Responsibilities - Monitor customer service calls to observe employee's demeanor, accuracy and conformity to company policies - Provide guidance to team members on how to effectively resolve escalated customer issues and complaints or will personally resolve customer issues and complaints when necessary - Confer with Loan Servicing manager to recommend changes prevent recurring customer complaints - Develop effective working relationships with internal and external customers - Actively participate in the interviewing process for new hires, including screening resumes and conducting interviews - Ensure new hires are properly trained and evaluates performance feedback from the trainers - Analyze productivity and quality reports to identify areas for improvement in productivity - Identify training needs and develops action plans for improvement - Proactively identify and effectively resolve any problems that may arise with the agents or customers - Ensure appropriate levels of customer service are met - Identify and monitor team members’ work and break schedules - Perform various managerial administrative functions such as reviewing and approving employee timecards, writing quarterly/annual employee performance reviews and employee disciplinary actions when necessary - Maintain unity among team members and resolve grievances or escalations as needed - Review subordinates’ performance reports and provide feedback regularly - Ensure team members are always ad