Insight Global is looking for a Customer Experience Manager to join a large mortgage client of theirs in Pasadena, CA. This manager will be responsible for leading a team of customer experience specialists that are focused on providing the best consumer experience in the Mortgage Fulfillment division.
In addition to overseeing a team of up to 8, this manager will be expected to come from the processing side of mortgage, take calls, and demonstrate quality customer service.
Day to Day Responsibilities :
- Manage, monitor and measure the performance of queues and processes
- Manage daily queue and ensure all staff are adhering to schedules including shifts, specialty skills, vacations, meetings and training
- Oversee coordination within the division and across all areas to ensure consistent and proper execution
- Effectively leverage resources to monitor queue performance, identify patterns and trends causing issues and work towards business solutions
- Develop new and more innovative, efficient processes to improve overall end to end cycle times or improve quality
- Support, recommend and implement technology initiatives
- Routinely review staff performance of key metrics and work with staff daily to improve performance
Must-Have Requirements :
- Management experience in a Call Center Environment with proven strong customer service skills
- Ability to work with call monitoring tools / software
- Demonstrated success with pipeline management
- Financial Services and mortgage industry experience required
- Strong understanding of applicable Federal, State and Local mortgage regulations
- Advance knowledge of Microsoft Office (Excel, Access, Word and PowerPoint)
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