Director of Contact Center - Workforce Management

Newrez LLC•Coppell, TX

2d•Onsite

About The Position

Responsible for leading the staff and functions within dialer operations, serve as point of contact for telephony related projects and issues for the business. Also responsible for ensuring excellence in the execution of collection strategies and adherence to company, state and federal requirements around outbound calling and implementation of industry best practices.

Requirements

High school diploma or equivalent, required.
7-10 years of experience in collections and use of automated dialer.
7-10 years industry experience in Mortgage Default Servicing.
7-10 years overall call center experience.
Previous management experience.
Strong mathematics skills, including the ability to calculate statistics and understanding of probability concepts.
Ability to communicate both verbal and written to all levels of an organization with a high level of proficiency.
Strong working knowledge of all Microsoft Office suite programs, with an emphasis on Excel.
Understanding of SQL language and data warehouse designs.
Knowledge of FDCPA, TCPA and other federal regulations.
Able to operate effectively in a team, contributing positively to team operations and working relationships.
Excellent time management and organizational skills.
Strategic and independent thinker.
Strong problem-solving and analytical skills with attention to detail.
All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Microsoft Authenticator. Employment will be contingent on this requirement.

Nice To Haves

Bachelor’s degree, preferred.

Responsibilities

Lead and enforce the practices of change management, policy and procedure development, systems monitoring and reporting, and KPI and Metrics development and tracking.
Direct the day-to-day operations to ensure platforms meet service levels and business operations are executed without significant down time.
Manage the expectations of the business at all levels of management, negotiate timeline for delivery and influence business decisions by providing timely information related to collections strategy and technology capabilities of Contact Center Platform.
Be able to identify the need for change and lead the implementation of change to improve efficiency and effectiveness of collection strategies and technology platforms.
Develop team goals and execute job appraisals.
Consistently coach team on obtaining job objectives while enforcing and adhering to company policy and procedure and state and federal guidelines.
Identify problematic areas and implement strategic solutions.
Responsible for coordination, implementation and execution of projects relating to platform enhancements or upgrades. In conjunction with vendor, over-see all UAT testing around platforms.
Serve as the liaison between IT, Reporting Services and business regarding platform functionality and enhancements.
Work closely with Compliance and Legal department to ensure adherence to internal and state and federal guidelines.
Serve as dialer SME across all projects impacting servicing.
Business representation and point of contact for all telephony related projects and issues, driving optimization across call flows.
Any other job responsibilities requested by management.

Benefits

Medical, dental, and vision insurance
Health Savings Account with employer contribution
401(k) Retirement plan with employer match
Paid Maternity Leave/Parental Bonding Leave/Caregiver Leave
Adoption Assistance
Tuition & Certification reimbursement
Employee Mortgage Loan Program
The Newrez Employee Emergency and Disaster Fund is a program to support our team members experiencing hardships
1 company-paid Volunteer Time Off day
Matching Gifts Program - dollar-for-dollar up to $1,000
Access to grants, nonprofit resources, and volunteer opportunities