Company DescriptionLeader of Call Center Operations– Credit VerificationPosition OverviewThe Leader of Call Center Operations oversees all operations within the credit customer service call center, ensuring compliance, operational efficiency, and exceptional service. This role involves strategic planning, team leadership, performance management, and process optimization to support credit verification and related financial services.Job DescriptionWHAT YOU'LL DO:Leadership & StrategyDevelop and implement operational strategies to meet credit customer service goals and SLAs.Establish KPIs for efficiency, accuracy, and customer satisfaction.Drive continuous improvement initiatives using data analytics.Operational ManagementOversee daily call center operations, including inbound/outbound credit customer service calls, emails and helpdesk tickets.Ensure compliance with financial regulations and data security standards.Manage workforce scheduling for optimal coverage.Team DevelopmentRecruit, train, and mentor managers, team leads and agents.Conduct performance evaluations and implement coaching programs.Foster a positive, high-performance culture.Quality Assurance & ComplianceMonitor call quality and adherence to verification protocols.Implement risk management practices to prevent fraud.Maintain compliance with lending and member service policies.Reporting & AnalyticsAnalyze call center metrics (volume, accuracy, turnaround times).Prepare reports for senior leadership on performance and improvement opportunities.QualificationsTHE SKILLS AND EXPERIENCE YOU BRING:5–7 years in call center management within credit verification.Proven experience leading large teams and multi-shift operations.Skills: Leadership, communication, problem-solving, analytics, Meridian Link and Zendesk, and compliance knowledge.Must have experience handling credit supplements and rescore, as well as handling escalations.Additional InformationTHE PERKS OF WORKING AT ALTISOURCEProsperity:Competitive base salaries of $75,00 and up with annual incentive plans.401k plans with company matching – we want to empower you to further your career, and prepare for retirement!Good Health:Comprehensive Medical, Dental, and Vision insurance plansTax-free Flexible Spending AccountLife insurance, short-term, and long-term disabilityWellness/EAP Programs...And Happiness!Paid holidays, plus 19 days of accrued PTO for a total of 28 paid days off per year!Paid Parental LeaveAltisource’s Vision to drive innovation that powers the mortgage and real estate lifecycle is made possible by an inclusive culture that celebrates the diverse voices of our employees. We believe that diversity in gender, age, religion, ethnicity, sexual orientation, identity, physical ability, neurodiversity, socioeconomic background, and experience, fosters creativity, challenges groupthink, and makes our Company stronger. At Altisource, anyone can prosper and have a positive impact on our path toward success, irrespective of their background.We are committed to fair and impartial hiring, training, and growth opportunities. We also provide employee training to help foster their ability to work with one another in an inclusive manner. Altisource is an Equal Opportunity Employer, and our employment decisions are based on merit, qualifications, and business needs.
