Customer Service Leadership Manager

1 week ago


Reno, Nevada, United States Figure Full time
Job Summary
Figure is seeking an experienced Site Operations Manager to lead our day-to-day operations, ensuring efficiency, productivity, and compliance with company policies and procedures. As a key member of our team, you'll be responsible for managing a team of Team Managers, setting performance goals, conducting coaching sessions, and addressing escalated issues. If you have a strong background in customer support, leadership experience, and excellent communication skills, we'd love to hear from you.

Main Responsibilities
This role involves:
- Providing oversight and guidance to a team of Team Managers
- Establishing and communicating clear performance expectations
- Setting performance goals for the team
- Conducting coaching sessions with agents to enhance their skills and address performance gaps
- Generating reports on team performance and analyzing trends to drive continuous improvement
- Addressing escalated issues and guiding Team Managers in resolving complex customer situations

What We Offer
We offer a competitive compensation package, including a salary range of $85,360 - $90,000, quarterly bonuses, equity stock options, and a comprehensive benefits program. Our goal is to provide a supportive work environment that encourages growth, development, and job satisfaction.

Requirements
To succeed in this role, you'll need:- 3-5 years of leadership experience in customer support or contact centers
- Strong communication and interpersonal skills
- Ability to inspire, develop, and hold team members accountable
- Proven track record of managing performance metrics and driving team improvements

About Figure
Figure is a pioneering financial services company that's revolutionizing consumer lending with its cutting-edge technology platform. Our mission is to deliver new consumer lending products and a capital markets ecosystem that maximize efficiency and transparency. We're committed to innovation, customer satisfaction, and employee growth.

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