Control Tower Administrator I

$40,000 - $60,000/Yr

Pennymac - Moorpark, CA

Full-time - Entry Level

Moorpark, CA

1,001-5,000 employees

Real Estate

About the position

The Control Tower Administrator I at Pennymac is responsible for providing essential call center support to enhance operational efficiency. This role involves monitoring agent performance across multiple sites to ensure adherence to call center goals, troubleshooting issues, and managing administrative tasks related to call center operations.

Responsibilities

• Provide call center support including troubleshooting and escalation of agent and/or system issues
• Complete Canvas administrator responsibilities, including assigning skill sets, group updates, password resets, etc.
• Provide listen-in call monitoring support
• Provide support and monitor agents assisting other groups
• Monitor and send recurring reports
• Perform other related duties as required and assigned
• Demonstrate behaviors which are aligned with the organization's desired culture and values

Requirements

• High School Diploma / GED
• 1+ years of relevant work experience
• Ability to work with data, spot trends, identify problems, draw conclusions and make recommendations
• Must be highly proficient in Excel and Word
• Financial Services and, if possible, mortgage industry experience preferred

Benefits

• Comprehensive Medical, Dental, and Vision
• Paid Time Off Programs including vacation, holidays, illness, and parental leave
• Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)
• Retirement benefits, life insurance, 401k match, and tuition reimbursement
• Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships