Customer Experience / Mortgage Call Center Manager

Pasadena, CA (Fully in office) This is a fully onsite position remote work in NOT offered.
Hourly Rate: $35 - $36

We're looking for a Customer Experience / Mortgage Call Center Manager to lead a high-performing team focused on delivering exceptional service within the Mortgage Fulfillment division.

As the Manager, you'll oversee operations, coach and develop your team, drive performance excellence, and help shape a best-in-class consumer journey.

What You'll Do:
Lead a team of Customer Experience Specialists committed to delivering outstanding service
Manage, monitor, and optimize call center queues and workflows
Ensure team adherence to schedules, shifts, meetings, trainings, and specialty roles
Collaborate across business areas to support smooth and consistent execution
Analyze call trends, performance data, and customer feedback to drive improvements
Develop innovative process enhancements to improve efficiency and quality
Support and implement new technology initiatives
Track and report key CX metrics, including NPS & CSAT
Translate data insights into clear, actionable recommendations
Lead cross-functional initiatives to elevate the customer journey
Provide regular coaching and performance reviews
Perform additional duties as needed while modeling core organizational values

What We're Looking For:
Proven management experience in a call center environment
Strong customer service leadership background
Experience with call monitoring systems and tools
Demonstrated success in pipeline and workflow management
Financial services & mortgage industry experience required
Strong understanding of federal, state, and local mortgage regulations
Advanced Microsoft Office skills (Excel, Word, PowerPoint, Access)

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.