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Supervise and monitor Customer Service activities, ensuring staff provides timely, friendly and effective service to customers while maximizing employee production and quality. Provide oversight and coaching of staff to achieve department goals. Ensure department operational activities are carried out in accordance with established policies, procedures and regulatory requirements. Key functions include monitoring workflows and queues to ensure service levels are met, monitoring calls, reports and developing process improvements or actively seeking methods to streamline business processes and managing and setting performance goals for a team.
Lead a team of Customer Experience Specialists focused on providing best in class consumer experience in the Mortgage Fulfillment Division.
Directly supervise employees in a call center environment.
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.
Effectively manage the pipeline of your direct reports and troubleshoot as necessary.
Oversee coordination within the division and across all areas within Pennymac 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.
Act as the main point of escalation for all issues within the function.
Preform capacity and staffing planning to ensure adequate service levels are met.
May be required to support new business initiatives through demonstration of existing management capabilities.
Conduct quality reviews of staff daily and provide feedback.
Ensure escalated customer issues are addressed promptly and handled properly.
Interview, recommend and hire potential candidates.
Provide ongoing training and support to employees.
Perform other related duties as required and assigned.
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)
Strong analytical skill set with the ability to work with data, spot trends, and draw conclusions
Excellent critical thinking, problem solving, mathematical skills and sound judgment
Excellent presentation and organizational skills
Ability to collaborate, manage and nurture relationships across the organization and with all levels of management
Ability to work independently with minimal supervision
Self-management and distribution of work load
Training Skills
Track record at delivering timely and accurate information in a fast-paced environment
Full Time
$81k-114k (estimate)
12/29/2023
04/03/2024
pennymac.com
<25
The following is the career advancement route for Customer Experience Manager positions, which can be used as a reference in future career path planning. As a Customer Experience Manager, it can be promoted into senior positions as a Customer Experience Senior Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Experience Manager. You can explore the career advancement for a Customer Experience Manager below and select your interested title to get hiring information.
If you are interested in becoming a Customer Experience Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Experience Manager for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Customer Experience Manager job description and responsibilities
Begins with understanding each customer and their specific need.
01/05/2022: Muskegon, MI
Collecting customers’ feedback keeps the CEM on the right track to designing the perfect customer experience.
02/23/2022: Lima, OH
They supervise the customer experience and service teams, direct and monitor their activities and train their members.
01/19/2022: Pensacola, FL
They're also responsible for leading both the customer service and the customer experience teams.
02/21/2022: Charleston, SC
Businesses need to acknowledge customer feelings, which can be done through active listening, making statements and asking questions related to what the customer has said.
02/11/2022: Roanoke, VA
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Customer Experience Manager jobs
They work alongside upper management to promote retention of customers and overall positive experience with the brand.
12/23/2021: Idaho Falls, ID
Customer experience managers are also responsible for overseeing the hiring and training of customer experience personnel to ensure an effective workforce.
01/20/2022: Passaic, NJ
Measure and analyse customer feedback.
02/11/2022: Bradenton, FL
Build and maintain strong, long-lasting customer relationships as the result of being a trusted advisor.
12/21/2021: Alexandria, LA
Operate with understanding, utilize active listening, patience, empathy, and kindness to customers and Team Members alike.
03/03/2022: Newark, NJ
Step 3: View the best colleges and universities for Customer Experience Manager.