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PennyMac Telephony Contact Management Manager in Moorpark, California


Responsible for managing the call center customer contact workforce, directing the development and execution of campaigns, balancing proper staffing levels to handle fluctuating in-bound call volume within established service goals, managing daily forecasting and historical forecast analysis and queue monitors across multiple sites, and directing the development of call typereporting and analysis.

Job Description

  • Provide daily management of the customer contact workforce (customer service reps and research associates) availability including monitoring arrivals, absenteeism, breaks, lunches and shifts

  • Manage customer contact workforce workloads including the completion of follow ups, rent-a-reping, voluntary time off and similar functions, duties and responsibilities of the customer service staff

  • Ensure customer service campaigns are built and completed each day, while maintaining a reasonable average speed of answer (ASA) with minimal impact

  • Ensure the department is properly staffed based on call arrivals, in order to maintain a reasonable ASA

  • Perform daily and/or weekly short-term forecasting, to identify gaps and opportunities for overtime, while also being able to identify pre-scheduled or same day voluntary time off or rent-a-reping

  • Perform call type and call arrival analysis to identify possible issues and common themes that potentially impact borrowers

  • Manage queue monitors across multiple sites

  • Maintain up-to-date knowledge and mastery of workforce and automatic call distributor (ACD) systems and any and all tools are being utilized to manage call arrivals and the workforce in order to ensure an overall “system up” time

  • Perform other related duties as required and assigned

  • Demonstrate behaviors which are aligned with the organization’s desired culture and values

Ideal Candidate will have the following:

  • Experience working with internal and external customers. Collections or customer service call center experience required

  • Proficient in Microsoft Office (Excel, Access, Word, PowerPoint) and SQL knowledge a plus

  • Demonstrated ability to manage staff

  • Strong time management and organizational skills

  • Able to work competently and professionally under tight, frequent deadlines and adhere to strict timelines

  • Strong analytical and problem solving skills with ability to make quick decisions under minimal supervision

  • Ability to convey information clearly and concisely to groups or individuals either verbally or in writing

  • Strong business acumen and ability to interface effectively with executive management

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Requisition ID 22-25517

Location US-CA-Moorpark

Position Type Regular

Category Mortgage Operations & Servicing