Manager, Customer Experience
Manager, Customer Experience Apply locations Dallas, TX time type Full time posted on Posted 30+ Days Ago job requisition id REQ16098
At CoreLogic, we are driven by a single mission—to make the property industry faster, smarter, and more people-centric. CoreLogic is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society.
CoreLogic is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At CoreLogic, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry.
Job Description:
Plan, organize, and direct workflow
Train and lead staff in all departmental operations, processes, procedures and requirements
Drive and coordinate effective Production and Quality Control as well as issue resolution
Collaborate with both internal and external teams to facilitate a seamless client experience
Foster a high-energy, client-centric operation based on accountability and engagement
Develop and measure key performance indicators at both team and individual level to gauge and enhance operational effectiveness
Maintain a culture of continuous improvement and professional development
Provide operational agility, including cross-training and business continuity
Manage the client relationship including adhering to Service Level Agreements and maintain above average work quality
One-on-one coaching, counseling and training of CCRs.
Interviewing and selection of new employees. Communicating departmental initiatives and priorities to the team.
Monitor quality of calls and provide written feedback associates. Address training needs with employees as necessary.
Provide overflow coverage assistance with Contact Center Supervisors.
Manage resolution of escalated calls.
Job Qualifications:
Bachelor’s degree preferred or equivalent 5+ years of relevant work experience
4+ years of related experience with a background in real estate/mortgage-escrow/quality auditing with 3 years of leadership experience
Proven ability to lead teams in a fast-paced, client-centric, results-oriented culture
Exceptional leadership skills, including team-building and emotional intelligence
Demonstrated ability to motivate and to manage change effectively
Strong interpersonal, negotiation, and conflict resolution skills
Excellent written and oral communication skills
Excellent planning and organizational abilities
Experience managing and/or interacting with distributed teams. Ability to organize and coordinate with stakeholders across multiple functions and geographic locations
CoreLogic's Diversity Commitment:
CoreLogic is fully committed to employing a diverse workforce and creating an inclusive work environment that embraces everyone’s unique contributions, experiences and values. We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. We are better together when we support and recognize our differences.
EOE AA M/F/Veteran/Disability:
CoreLogic is an Equal Opportunity/Affirmative Action employer committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the Armed Forces, or any other basis protected by federal, state or local law. CoreLogic maintains a Drug-Free Workplace.
Please apply on our website for consideration.
#J-18808-Ljbffr
Manager, Customer Experience Apply locations Dallas, TX time type Full time posted on Posted 30+ Days Ago job requisition id REQ16098
At CoreLogic, we are driven by a single mission—to make the property industry faster, smarter, and more people-centric. CoreLogic is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society.
CoreLogic is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At CoreLogic, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry.
Job Description:
Plan, organize, and direct workflow
Train and lead staff in all departmental operations, processes, procedures and requirements
Drive and coordinate effective Production and Quality Control as well as issue resolution
Collaborate with both internal and external teams to facilitate a seamless client experience
Foster a high-energy, client-centric operation based on accountability and engagement
Develop and measure key performance indicators at both team and individual level to gauge and enhance operational effectiveness
Maintain a culture of continuous improvement and professional development
Provide operational agility, including cross-training and business continuity
Manage the client relationship including adhering to Service Level Agreements and maintain above average work quality
One-on-one coaching, counseling and training of CCRs.
Interviewing and selection of new employees. Communicating departmental initiatives and priorities to the team.
Monitor quality of calls and provide written feedback associates. Address training needs with employees as necessary.
Provide overflow coverage assistance with Contact Center Supervisors.
Manage resolution of escalated calls.
Job Qualifications:
Bachelor’s degree preferred or equivalent 5+ years of relevant work experience
4+ years of related experience with a background in real estate/mortgage-escrow/quality auditing with 3 years of leadership experience
Proven ability to lead teams in a fast-paced, client-centric, results-oriented culture
Exceptional leadership skills, including team-building and emotional intelligence
Demonstrated ability to motivate and to manage change effectively
Strong interpersonal, negotiation, and conflict resolution skills
Excellent written and oral communication skills
Excellent planning and organizational abilities
Experience managing and/or interacting with distributed teams. Ability to organize and coordinate with stakeholders across multiple functions and geographic locations
CoreLogic's Diversity Commitment:
CoreLogic is fully committed to employing a diverse workforce and creating an inclusive work environment that embraces everyone’s unique contributions, experiences and values. We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. We are better together when we support and recognize our differences.
EOE AA M/F/Veteran/Disability:
CoreLogic is an Equal Opportunity/Affirmative Action employer committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the Armed Forces, or any other basis protected by federal, state or local law. CoreLogic maintains a Drug-Free Workplace.
Please apply on our website for consideration.
#J-18808-Ljbffr
