Figure Lending - Team Manager

• Provide hands-on leadership to create a positive, collaborative work environment by setting clear expectations, motivating the team, and supporting professional growth. • Oversee team performance, focusing on metrics like productivity, efficiency, quality, and SLA adherence, while driving continuous improvement through coaching and regular evaluations. • Equip the team with up-to-date product knowledge, best practices, and company policies to ensure consistent, high-quality customer interactions. • Manage daily team operations, addressing escalated issues, monitoring workflows, and empowering agents to meet SLAs. • Ensure team adherence to Figure’s policies and standards. • Handle administrative responsibilities, such as managing performance records, PTO, and disciplinary actions, in compliance with company policies. • Serve as a liaison with Workforce Management, HR, and IT to resolve employee concerns and maintain operational efficiency. • What We Look For • What We Look For • 3–5 years of leadership experience in customer support, preferably in contact centers or financial services industries, with a proven ability to manage performance metrics and drive team improvements. • Strong communication and interpersonal skills, with the ability to inspire, develop, and hold team members accountable while fostering a culture of excellence and continuous improvement. • Proven ability to ensure policy adherence, taking full ownership of team results. • Strategic thinker with advanced problem-solving skills, capable of implementing innovative solutions in dynamic, evolving environments. • Results-driven leader with confident, compassionate communication skills, effective in engaging with both team members and leadership. • High proficiency in workforce management tools, CRM systems, and data analysis platforms.