Freddiemac

Customer Service Contact Center Manager

Dallas, TX · Full-time

Sponsorship not specified$10k-$14kDetected 6 days ago

Customer SupportLeadershipCommunicationMentoringMicrosoft Office

About the role

Freddie Mac is seeking an energetic and customer-oriented leader in our Customer Service contact center.
The primary responsibilities for this position will be leading a team of Customer Service staff and overseeing daily functions and strategies for the Customer Contact center.
In this role you will engage across the enterprise to stay informed on technology, policy, and product changes that are in progress, and you will provide awareness and training to agents that so that they can provide informed guidance to customers.

Effectively work with and collaborate across the teams.
Lead a team of 10-14 customer service team members to uphold outstanding customer service and satisfaction standards while also maintaining an efficient operational model.
Produce skills development plans to drive behaviors that enhance the customer experience.
Collaborate with the product and business lines to provide client insights with use of tools and technologies; partner internally to be informed on upcoming initiatives/changes an change readiness.
Freddie Mac partners with BountyJobs for contingency search business through outside firms.

Ideally 10+ years of mortgage industry experience with demonstrating success in driving solutions to deliver a superior customer experience.
College degree or equivalent experience.
3+ years of management experience.
Experience managing a contact center.
A hands-on strategic leader with the ability to balance service, efficiency, and control objectives.
experience monitoring and measuring operational effectiveness through data.
Ability to bring judgement, innovation, and desire to find solutions to challenges and opportunities.
Ability to meet all client expectations by consistently delivering outstanding service, while maintaining a sound, efficient operational model.
Employees exercise this responsibility by executing against policies and procedures and adhering to privacy & security obligations as required via training programs.
A strong metrics and performance focus
Excellent written and verbal communication skills.
Proficient in Microsoft office applications.
Keys to Success in this Role:
Ability to manage through change and build new processes and drive for results.
Strategic leadership and ability to grow and develop teams.

This position has an annualized market-based salary range of $102,000 - $152,000 and is eligible to participate in the annual incentive program.

If interested in learning more, please visit www.BountyJobs.com and register with our referral code: MAC.
Freddie Mac offers a comprehensive total rewards package to include competitive compensation and market-leading benefit programs.
Information on these benefit programs is available on our Careers site.
Identify, develop, and execute a vision of business capabilities that enable the team to deliver high quality service to a variety of internal and external customer.
Provide feedback and coaching to staff to support learning, customer experience and performance management.

At Freddie Mac, our mission of Making Home Possible is what motivates us, and it's at the core of everything we do.
Since our charter in 1970, we have made home possible for more than 90 million families across the country.
Join an organization where your work contributes to a greater purpose.

This listing is sourced directly from Freddiemac's careers page and normalized into a canonical job model.