Customer Experience Manager
1 month ago
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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Customer Experience Manager
1 month ago
pasadena, United States Insight Global Full timeInsight 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...
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Customer Experience Manager
1 month ago
pasadena, United States Insight Global Full timeInsight 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...
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Mortgage Division Customer Experience Manager
4 weeks ago
Pasadena, Texas, United States Insight Global Full timeInsight Global is seeking a seasoned Customer Experience Manager to lead a team of specialists in the Mortgage Fulfillment division. This manager will oversee the performance of queues and processes, ensuring a seamless consumer experience. Key responsibilities include managing daily queues, monitoring staff performance, and implementing innovative processes...
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Audience Experience Manager
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Pasadena, United States Corporation for Public Broadcasting Full timeSouthern California Public Radio (SCPR) is a member-supported public media network whose mission is to strengthen the civic and cultural bonds that unite Southern California's diverse communities by providing the highest quality news and information service on air at LAist 89.3, online at LAist.com and through LAist Live Programming & Events. Since our...
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Audience Experience Manager
3 weeks ago
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