CoreLogic - Dallas, TX
posted 2 months ago
Full-time - Mid Level
Dallas, TX
1,001-5,000 employees
Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services
About the position
The Associate Manager, Customer Experience at CoreLogic is responsible for leading a team of front-facing representatives who serve as the liaison between clients and their customers. This role emphasizes service excellence, effective communication, and problem-solving to ensure a high-quality client experience. The manager will foster a client-centric culture, mentor team members, and drive operational effectiveness through performance measurement and continuous improvement.
Responsibilities
- 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
- Conduct one-on-one coaching, counseling and training of CCRs
- Interview and select new employees
- Communicate departmental initiatives and priorities to the team
- Monitor quality of calls and provide written feedback to associates
- Address training needs with employees as necessary
- Provide overflow coverage assistance with Contact Center Supervisors
- Manage resolution of escalated calls
Requirements
- 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 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
- Ability to prioritize and handle multiple projects
- Proficient technical aptitude in MS Excel and Access
Benefits
- Competitive salary
- Comprehensive benefits package
- Professional growth opportunities
- Diversity and inclusion initiatives
