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Operations Supervisor (Remote, 9am-6pm PST)

First American Title Insurance Company

Santa Ana, CA(remote)

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JOB DETAILS
SALARY
$64,300–$85,700 Per Year
JOB TYPE
Full-time, Employee
SKILLS
Call Centers, Coaching, Commercial Real Estate, County Ordinances, Customer Relations, Customer Response, Customer Satisfaction, Customer Support/Service, Data Analysis, Diversity, Financial Administration, Financial Transactions, Identify Issues, Maintain Compliance, Management Consulting, Operations Management, People Management, Performance Management, Performance Reviews, Policy Development, Procedure Development, Production Support, Resolve Customer Issues, Set Goals, Software Administration, State Laws and Regulations, Status Reports, Team Lead/Manager, Time Management
LOCATION
Santa Ana, CA
POSTED
30+ days ago
Who We AreJoin a team that puts its People First! As a member of First American's family of companies, National Commercial Services provides single-point service for simple to multi-property/multi-state national commercial real estate transactions. Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For list for ten consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com.

What We DoManages the internal customer-facing application support team, supervising a team of Production Support Analysts in a service-related call center and/or non-call center environment. Ensures day-to-day operational activities are delivered efficiently and to a high standard while meeting established performance, productivity, and customer satisfaction goals. Provides coaching and ongoing performance feedback, allocates work to support service levels, and serves as the first point of escalation for team issues to ensure timely and effective resolution.

What You'll Do

Supervises the day-to-day operational activities of skilled, non-exempt and possibly exempt level employees who have responsibility for daily operational tasks in a customarily recognized department or functional area of the organization

Writes and conducts employee performance reviews and provides ongoing performance feedback with management consultation

Makes hiring recommendations

Assists with all personnel management and goal setting for the functional area

Provides regular status updates and reports to Manager

Use computerized systems for tracking, providing status, information gathering, and/or troubleshooting.

Acts as liaison with other departments to resolve customer problems and inquiries.

Resolves escalated and more complex customer inquiries, service requests, and problems.

Other Duties as Assigned

What You'll Bring

Required Education, Experience, Certification/Licensure

Bachelor's degree or equivalent combination of education and experience

3-5 years of directly related experience

2+ years demonstrated experience in a lead or supervisory role

Knowledge, SKILLS, and Abilities (KSAs)

Successful track record of executing day to day operational responsibilities, along with participating in, developing and completing projects in area of expertise

Able to implement and enforce processes to ensure compliance and quality

Able to establish and maintain effective working relationships at the departmental level

Provides others with reliable information and uses good listening skills

Complexities & Impact

Works on problems of moderate scope in which analysis of situation or data requires review of identifiable factors

Typically exercises judgment within defined procedures and policies to determine appropriate action

Erroneous decisions will have impact on the overall success of functional operations

Calls and issues are non-routine and typically require deviation from standard procedures.

Handles situations which require adaptation of response or extensive research according to customer response.

Typically, exercises judgment within defined procedures and policies to determine appropriate action.

Pay Range: $64,300.00 - $85,700.00 Annually

This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.

** Note that the following statements only apply to candidates who will be working from an unincorporated area within Los Angeles County. **

First American will consider for employment all qualified applicants, including those with arrest or conviction records, in a manner consistent with the requirements of applicable state and local laws (e.g., the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act).

First American intends to conduct a review of an applicant's criminal history in connection with a conditional offer. First American reasonably believes that a criminal history may have a direct, adverse and negative relationship with the following material job duties for this position potentially resulting in the withdrawal of the conditional offer of employment: handling of confidential, proprietary or trade secret information belonging to First American or its customers, administrating or facilitating financial transactions, and the ability to meet customer-imposed criminal history requirements.

What We OfferBy choice, we don't simply accept individuality - we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it's the right thing to do, but also because it's the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.

Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.

First American invests in its employees' development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer.

About the Company

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First American Title Insurance Company