Regional Field Program Manager, Pelvic Health
Medtronic
Associate Manager, Customer Care
CoreLogic
full-time
Posted on:
Origin: • 🇺🇸 United States • New York
Visit company websiteSalary
💰 $42,500 - $57,300 per year
Job Level
JuniorMid-Level
About the role
- Lead and manage a team of front-facing customer care associates who liaise between clients and customers
- Foster open and effective communication channels and demonstrate empathy in all client interactions
- Mentor, coach, counsel, and train customer care associates, including drafting and presenting formal coaching and performance improvement plans
- Manage client relationships through weekly/monthly status updates, annual business reviews, escalation resolution, and adherence to Service Level Agreements
- Monitor quality of calls, provide verbal and written feedback, and drive accountability for Production and Quality Control
- Develop and measure key performance indicators (schedule adherence, after call work, quality, efficient call-handling, attendance/reliability)
- Interview, select, onboard, and train new employees in departmental operations, processes, procedures, and requirements
- Present data to internal and external stakeholders to drive vision and purpose
- Lead root cause analysis (RCA) for recurring issues and implement long-term solutions
- Maintain a culture of continuous improvement, professional development, cross-training, and business continuity
- Provide coverage assistance to Contact Center management team, including evening/weekend shifts and occasional extended hours
Requirements
- Bachelor’s degree preferred or equivalent
- 5+ years of relevant work experience in escrow, real estate, title insurance, or other relevant industry
- 4+ years of related experience with a background in real estate, mortgage, escrow, quality auditing
- 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 teams and to manage change effectively
- Strong interpersonal, negotiation, and conflict resolution skills
- Excellent written and oral communication skills including the ability to communicate complex data in a clear and concise manner to multiple audiences
- Excellent planning and organizational abilities
- Experience managing and/or interacting with geographically distributed teams
- Ability to organize and coordinate with stakeholders across multiple functions and geographic locations
- Ability to prioritize and conduct multiple projects simultaneously and maintain day-to-day operational excellence
- Demonstrated ability to lead root cause analysis (RCA) for recurring issues and implement long-term solutions to improve service delivery
- Strong analytical and problem-solving skills with an ability to develop alternative solutions for complex situations
- Strong understanding of data and trends and ability to apply analytical problem-solving skills to data sets
- Proficient computer skills including the use of Microsoft suite of products (Teams, Outlook, Excel, and Office)
- Familiarity with MSP/BlackKnight and Sagent is a plus
- Prior Lean Six Sigma training and/or experience is a plus
- Ability to provide coverage including evening/weekend shifts and support contact center until 8pm CST as needed
- Ability to sit, stand, type, and use a laptop computer and headset on a daily basis
