JOB DESCRIPTION
Insight Global is seeking a Customer Service Director to lead a customer service team of a large Mortgage company in Irvine, CA. This role will oversee a team of 20-30 customer service representatives, focusing on optimizing team performance, enhancing customer satisfaction, and ensuring efficient operations across inbound and outbound call handling. The ideal candidate will have a proven ability to drive results through data analysis, performance monitoring, and continuous improvement of processes. This role requires to be onsite 2 days a week at the Irvine location.
Salary Range: $100-130k
REQUIRED SKILLS AND EXPERIENCE
• 5+ years of experience in a customer service management role, with 3+ years of leading teams of 20-30 representatives.
• Strong experience with Salesforce, including using it to track performance, manage data, and report on team activity.
• Proven track record of managing and motivating high-performing teams to meet or exceed performance goals.
• Excellent analytical skills with the ability to assess and act on performance data to drive improvements.
• Experience with call management systems such as Yonyx or Five9 is preferred.
• Strong communication skills with the ability to engage and lead a diverse team effectively.
• Problem-solving ability to address and resolve complex customer service issues.
• Ability to thrive in a fast-paced, results-oriented environment.
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