Contact Center Escalations Manager

Job Summary

A company is looking for a Head of Contact Center Escalations.

Key Responsibilities

• Oversee the performance of the Contact Center Escalations Team to ensure exceptional customer service and a positive work culture
• Act as the customer's advocate to drive improvements in the servicing experience
• Collaborate with various departments to develop procedures, monitor performance, and implement enhancements aligned with business goals

Required Qualifications

• Proven experience in a high-touch leadership role
• Experience in mortgage originations and servicing
• Proficiency in Microsoft Office
• Highly organized and results-driven
• Ability to thrive in a fast-paced, fluid environment