Customer Experience Manager

Job Overview:
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.
A Typical Day:
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.
What You’ll Bring:
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
Salary: $65,000 - $100,000 Work Model: OFFICE