Customer Service Contact Center Manager

Position Overview Freddie Mac is seeking an energetic and customer-oriented leader in our Customer Service contact center. The primary responsibilities for this position will be leading a team of Customer Service staff and overseeing daily functions and strategies for the Customer Contact center. In this role you will engage across the enterprise to stay informed on technology, policy, and product changes that are in progress, and you will provide awareness and training to agents so that they can provide informed guidance to customers. This position requires a passion for customer service and a desire to work with a high level of engagement. You will work collaboratively across divisional lines building supportive partnerships across all levels of the organization. Our Impact The Customer Service Contact center plays a critical role to supporting our mission to Make Home Possible. The Customer Service Contact Center is part of the Single-Family division and is a full-service support center that answers questions for Sellers, Servicers and Third‑party originators who inquire about policy, loan delivery and servicing related matters. We provide comprehensive support for our tools, technology, products, and services. Your Impact Lead a team of 10‑14 customer service team members to uphold outstanding customer service and satisfaction standards while also maintaining an efficient operational model. Identify, develop, and execute a vision of business capabilities that enable the team to deliver high quality service to a variety of internal and external customers. Monitor key metrics while analyzing business developments and market trends. Produce skills development plans to drive behaviors that enhance the customer experience. Recommend performance‑enhancing actions based upon performance needs and trends. Analyze monthly quality assurance data and incorporate the insights gained into a meaningful development plan. Collaborate with the product and business lines to provide client insights with use of tools and technologies; partner internally to be informed on upcoming initiatives/changes and change readiness. Provide feedback and coaching to staff to support learning, customer experience and performance management. Qualifications Ideally 10+ years of mortgage industry experience with demonstrating success in driving solutions to deliver a superior customer experience. College degree or equivalent experience. 3+ years of management experience. Experience managing a contact center. A hands‑on strategic leader with the ability to balance service, efficiency, and control objectives. A strong metrics and performance focus; experience monitoring and measuring operational effectiveness through data. Excellent written and verbal communication skills. Proficient in Microsoft office applications. Keys to Success in this Role Ability to manage through change and build new processes and drive for results. Ability to bring judgement, innovation, and desire to find solutions to challenges and opportunities. Ability to meet all client expectations by consistently delivering outstanding service, while maintaining a sound, efficient operational model. Strategic leadership and ability to grow and develop teams. Team oriented; strong work ethic in a fast‑paced environment. Curiosity to learn about the business, new trends and how to do things better. Effectively work with and collaborate across the teams. Strong communication skills and change management practice. 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 and register with our referral code: MAC. Time-type:Full timeFLSA Status:Exempt Freddie 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 $102,000 - $152,000 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. #J-18808-Ljbffr Freddie Mac