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Ultimate Staffing · 9 hours ago

Customer Service Manager

Los Angeles County, CA

Full-time

Onsite

Mid, Senior Level

$35/hr - $36/hr

Ultimate Staffing is seeking a Customer Experience / Mortgage Call Center Manager to lead a high-performing team within the Mortgage Fulfillment division. The role involves overseeing operations, coaching the team, and driving performance excellence to enhance the consumer journey.

EmploymentHuman ResourcesManufacturingStaffing Agency

Comp. & Benefits

Hiring Manager

Xiomara Medrano

Responsibilities

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

Qualification

Call center managementCustomer service leadershipMortgage industry experienceCall monitoring systemsPipeline managementMortgage regulationsMicrosoft Office

Required

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)

Company

Ultimate Staffing

Ultimate Staffing specializes in clerical, administrative, customer service, and manufacturing and production positions.

Founded in 1994

Orange, California, USA

501-1000 employees

http://www.ultimatestaffing.com/

Funding

Current Stage

Late Stage

Leadership Team

Lisa Marez

Partnership Director

Company data provided by crunchbase