Job Information
TEKsystems Customer Experience Manager in Pasadena, California
Customer Experience Manager
Responsibilities:
Team Leadership: Lead a team of Customer Experience Specialists focused on providing best-in-class consumer experience in the Mortgage Fulfillment Division.
Performance Management: Manage, monitor, and measure the performance of queues and processes.
Scheduling: Ensure all staff adhere to schedules, including shifts, specialty skills, vacations, meetings, and training.
Coordination: Oversee coordination within the division and across all areas to ensure consistent and proper execution.
Resource Management: Effectively leverage resources to monitor queue performance, identify patterns and trends causing issues, and work towards business solutions.
Process Improvement: Develop new and more innovative, efficient processes to improve overall end-to-end cycle times or improve quality.
Technology Initiatives: Support, recommend, and implement technology initiatives.
Staff Performance: Routinely review staff performance of key metrics and work with staff daily to improve performance.
Additional Duties: Perform other related duties as required and assigned.
Cultural Alignment: Demonstrate behaviors aligned with the organization’s desired culture and values.
Qualifications:
Management Experience: Proven experience in a call center environment with strong customer service skills.
Call Monitoring Tools: Ability to work with call monitoring tools/software.
Pipeline Management: Demonstrated success with pipeline management.
Industry Experience: Financial services and mortgage industry experience required.
Regulatory Knowledge: Strong understanding of applicable Federal, State, and Local mortgage regulations.
Microsoft Office: Advanced knowledge of Microsoft Office (Excel, Access, Word, and PowerPoint).
Skills:
Loans: Experience with loans and loan origination.
Customer Service: Strong customer service skills.
Management Skills: Effective management skills.
Mortgage Loan: Knowledge of mortgage loans.
Encompass: Familiarity with Encompass software.
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.