TEKsystems · 17 hours ago
Mortgage Call Center Manager
Carrollton, TX, US
Full-time
Onsite
Mid Level
$33.65/hr - $33.65/hrTEKsystems is a leading provider of business and technology services, and they are seeking a Mortgage Call Center Manager to lead a team of Customer Experience Specialists. The role involves managing performance, overseeing coordination within the division, and implementing process improvements to enhance customer experience in the Mortgage Fulfillment Division.
Information Technology
Responsibilities
Lead a team of Customer Experience Specialists focused on providing best in class consumer experience in the Mortgage Fulfillment Division
Manage, monitor and measure the performance of queues and processes
Manage daily queue and ensure all staff are adhering to schedules including shifts, specialty skills, vacations, meetings and training
Oversee coordination within the division and across all areas within Pennymac to ensure consistent and proper execution
Effectively leverage resources to monitor queue performance, identify patterns and trends causing issues and work towards business solutions
Develop new and more innovative, efficient processes to improve overall end to end cycle times or improve quality
Support, recommend and implement technology initiatives
Track, measure, and report on key CX performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT)
Analyze customer feedback and operational data to uncover trends, root causes of issues, and key areas for improvement in the customer journey
Translate complex data insights into clear, actionable recommendations for cross-functional teams
Collaborate closely with other functions to ensure customer pain points are prioritized
Lead cross-functional projects and initiatives to implement process improvements and system changes that directly enhance the customer experience
Routinely review staff performance of key metrics and work with staff daily to improve performance
Perform other related duties as required and assigned
Demonstrate behaviors which are aligned with the organization’s desired culture and values
Qualification
Required
Management experience in a Call Center Environment with proven strong customer service skills
Ability to work with call monitoring tools/software
Demonstrated success with pipeline management
Financial Services and mortgage industry experience required
Strong understanding of applicable Federal, State and Local mortgage regulations
Advance knowledge of Microsoft Office (Excel, Access, Word and PowerPoint)
Benefits
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Company
TEKsystems
At TEKsystems, they understand people. Every year they deploy over 80,000 IT professionals at 6,000 client sites across North America,
Founded in 1994
10001+ employees
H1B Sponsorship
TEKsystems has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (46)
2024 (52)
2023 (33)
2022 (22)
2021 (36)
2020 (53)
Funding
Current Stage
Late StageLeadership Team
Ryan Skains
Vice President, TEKsystems Global Services
Recent News
2025-11-19
2025-10-29
Company data provided by crunchbase