Customer Experience Leader for Growth & Ops

Regional Finance (Regional Management Corp.); Plano (TX); Vor Ort; USD 70.000 - 100.000; Vollzeit

Zusammenfassung

Regional Management Corp in Plano, TX is seeking a Customer Service Manager to lead a dynamic inbound/outbound call center serving Regional customers. The role partners with cross-functional teams, manages Remote Loan Closing processes, and supports the Loan Modification program to ensure quality and efficiency.

The ideal candidate has strong technical and leadership skills, capacity planning experience, and the ability to analyze large data sets to reduce risk and improve service for customers

Qualifikationen

• Associates Degree is required or commensurate experience.
• 3+ years managing a call center or customer support department.
• Proficient with Microsoft Excel and creating complex formulas.
• Experience with AI-enabled software applications and SQL.
• Strong analytical and leadership skills.

Aufgaben

• Oversee an inbound/outbound call center servicing Regional customers.
• Partner with cross-functional teams to support Remote Loan Closing processes.
• Assist with the Loan Modification program and quality management.
• Forecast staffing and manage capacity using ticketing/phone systems.
• Monitor metrics and drive staff performance and customer satisfaction.
• Lead staff through coaching and performance reviews.

Kenntnisse

Excel formulas

SQL queries

AI-enabled tools

Leadership/coaching

Attention to detail

Ausbildung

Associates Degree

Tools

JIRA

CXone

Nortridge NLS

Jobbeschreibung

Regional Management Corp in Plano, TX is seeking a Customer Service Manager to lead a dynamic inbound/outbound call center serving Regional customers. The role partners with cross-functional teams, manages Remote Loan Closing processes, and supports the Loan Modification program to ensure quality and efficiency.

The ideal candidate has strong technical and leadership skills, capacity planning experience, and the ability to analyze large data sets to reduce risk and improve service for customers