Job Description
Lead, coach, and develop a team focused on delivering exceptional customer experiences across end‑to‑end service workflows
Track, measure, and report on key customer experience performance indicators (KPIs), including Net Promoter Score (NPS) and Customer Satisfaction (CSAT)
Analyze customer feedback and operational data to identify trends, root causes, and opportunities to improve the customer journey
Translate complex data and insights into clear, actionable recommendations for cross‑functional stakeholders
Partner closely with internal teams to ensure customer pain points are identified, prioritized, and addressed
Lead cross‑functional initiatives to implement process improvements and system enhancements that positively impact customer experience
Manage and monitor operational queues and workflows to ensure efficiency, quality, and service‑level adherence
Oversee daily staffing and queue management, including schedules, shifts, specialty skills, time off, meetings, and training
Coordinate across departments to ensure consistent execution of processes and service standards
Effectively allocate resources by identifying performance trends, operational risks, and opportunities for improvement
Design and implement innovative, efficient processes to reduce cycle times and improve service quality
Support, recommend, and implement technology and automation initiatives
Routinely review individual and team performance metrics, providing coaching and feedback to drive continuous improvement
Perform additional related duties as assigned
Demonstrate behaviors aligned with organizational values, culture, and customer‑centric principles
This role pays up to $36 hourly.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
3+ years in management experience in a call center or customer operations environment with a strong focus on customer service
Experience using call monitoring and quality assurance tools
Demonstrated success in pipeline and workflow management
2+ years of financial services industry experience required; mortgage industry experience required
Strong working knowledge of applicable federal, state, and local regulatory requirements
Advanced proficiency in Microsoft Office applications, including Excel, Access, Word, and PowerPoint
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.