Head of Call Center Operations - Credit Services

Company Description

Head of Call Center Operations– Credit Verification

Position Overview

The Head 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 Description

WHAT YOU'LL DO:

• Leadership & Strategy 

  • Develop 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 Management 

  • Oversee 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 Development 

  • Recruit, train, and mentor managers, team leads and agents. 

  • Conduct performance evaluations and implement coaching programs. 

  • Foster a positive, high-performance culture. 

• Quality Assurance & Compliance 

  • Monitor call quality and adherence to verification protocols. 

  • Implement risk management practices to prevent fraud. 

  • Maintain compliance with lending and member service policies. 

• Reporting & Analytics 

  • Analyze call center metrics (volume, accuracy, turnaround times). 

  • Prepare reports for senior leadership on performance and improvement opportunities. 

Qualifications

THE SKILLS AND EXPERIENCE YOU BRING:

• Experience:
  • 5–7 years in call center management within financial services or credit verification.
  • Proven experience leading large teams and multi-shift operations.
• Skills: Leadership, communication, problem-solving, analytics, Meridian Link and Zendesk, and compliance knowledge.

Additional Information

THE PERKS OF WORKING AT ALTISOURCE

Prosperity:

• 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 plans
• Tax-free Flexible Spending Account
• Life insurance, short-term, and long-term disability
• Wellness/EAP Programs 

...And Happiness!

• Paid holidays, plus 19 days of accrued PTO for a total of 28 paid days off per year!
• Paid Parental Leave

Altisource’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.