At Freddie Mac, our mission of Making Home Possible is what motivates us, and it’s at the core of everything we do. Since our charter in 1970, we have made home possible for more than 90 million families across the country. Join an organization where your work contributes to a greater purpose.
Position Overview:
We are seeking a dynamic and experienced Customer Service Performance and Development Manager to lead our efforts in enhancing the customer experience across all functions of Customer Service. This role focuses on training, coaching, quality assurance, and vendor management to support staff and agent performance.
Our Impact:
Provides a standardized platform of services to manage and support staff/agent performance.
Engages across the enterprise to stay informed on technology, policy, and product changes impacting customer experience.
Manages strategic relationships with outsourcing providers and high-profile internal and external business partners.
Your Impact:
Develop, facilitate, and deliver training/development programs and learning strategies for staff/agents.
Analyze data to identify performance strengths, weaknesses, opportunities, and threats.
Oversee performance metrics and identify opportunities to streamline business processes.
Serve as the 1st and 2nd line of defense for risk and compliance adherence activities.
Establish operational objectives and work plans, delegating assignments to subordinate managers.
Implement strategic policies and assure adherence to budgets, schedules, work plans, and performance requirements.
Regularly interact with senior management or executive levels on matters concerning multiple functional areas.
Qualifications:
College Degree or equivalent experience; advanced studies/degree preferred.
10+ years of related experience in customer service or a similar field.
4+ years of management experience.
Strong ability to change the thinking of, or gain acceptance from, others in sensitive situations.
Familiarity with NICE/CXOne (preferred)
Keys to Success in this Role:
Excellent leadership and communication skills.
Ability to analyze complex data and situations to drive strategic decisions.
Strong relationship-building skills with internal and external partners.
Proficiency in managing multiple priorities and projects simultaneously.
Current Freddie Mac employees please apply through the internal career site.
We consider all applicants for all positions without regard to gender, race, color, religion, national origin, age, marital status, veteran status, sexual orientation, gender identity/expression, physical and mental disability, pregnancy, ethnicity, genetic information or any other protected categories under applicable federal, state or local laws. We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
A safe and secure environment is critical to Freddie Mac’s business. This includes employee commitment to our acceptable use policy, applying a vigilance-first approach to work, supporting regulatory mandates, and using best practices to protect Freddie Mac from potential threats and risk. Employees exercise this responsibility by executing against policies and procedures and adhering to privacy & security obligations as required via training programs.
CA Applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
Notice to External Search Firms: Freddie Mac partners with BountyJobs for contingency search business through outside firms. Resumes received outside the BountyJobs system will be considered unsolicited and Freddie Mac will not be obligated to pay a placement fee. If interested in learning more, please visit www.BountyJobs.com and register with our referral code: MAC.
Time-type:Full timeFLSA Status:ExemptFreddie Mac offers a comprehensive total rewards package to include competitive compensation and market-leading benefit programs. Information on these benefit programs is available on our Careers site.
This position has an annualized market-based salary range of $145,000 - $217,000 and is eligible to participate in the annual incentive program. The final salary offered will generally fall within this range and is dependent on various factors including but not limited to the responsibilities of the position, experience, skill set, internal pay equity and other relevant qualifications of the applicant.