WFM & Dialer Operations Specialist

Newrez LLC•Coppell, TX

About The Position

At Newrez, we bring big thinkers and caring doers together to make home happen. We’re a team built on heart and hustle, united by a commitment to show up for our customers, our communities, and each other. We believe that when our people thrive, homeowners thrive - and that’s why we invest in your growth, wellbeing, and ability to make an impact. Every day, we work to exceed the expectations of our residential mortgage borrowers and business partners through superior service, simple processes, and clear communication. We do this by empowering our employees, encouraging innovative solutions and recognizing great performance. Primary Function Works with the Loss Mitigation team to optimize attendance, schedules, PTO requests, setup new hire profiles and monitor dialer campaigns daily.

Requirements

High School Diploma required; college degree preferred but not required.
3+ years of experience in a contact center environment.
1+ years of previous experience in a WFM Analyst Role.
Experience with NICE IEX or other WFM platforms.
Experience with Ring Central, Proactive XS, or other dialer platforms.
Demonstrated knowledge and understanding of call center KPIs.
Proficient in Microsoft Word and Excel.
Ability to write basic SQL queries.
Demonstrated strong skill set for organization and attention to detail.
Self-Motivated: ability to work independently with minimal supervision.
Strong analytical, problem solving, and mathematical skills to improve team’s performance.
Ability to work overtime as needed.
Understanding of mortgage lending and servicing.
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.

Responsibilities

Undertakes special projects related to departmental activities and performs other duties as assigned.
Contributes to the progress of the department by understanding the measurements used to define call handling success and how they can positively impact those measurements.
Ensures compliance with company policies and procedures.
Tracks attendance based on WFM call in line and RTA observation for multiple teams/departments/sites.
Intraday real time monitoring of KPI’s for all workgroups and sites.
Drives real time adherence to achieve maximum FTE efficiencies.
Create schedules for all staff including trainings, meetings, breaks, lunches, and town hall events.
Set up new hire profiles in WFM platform and CXONE Contact Center to reflect real time activity.
Actively optimizing staff schedules based on forecast, attendance, and planned events.
Create Ad Hoc reporting as necessary.
Routinely reviewing all current PTO requests.
Communicate changes to incoming call patterns to Senior Leadership.
Manage campaigns throughout the day for optimized pacing and timely completion.
Conduct new champion challenge strategies.
Conduct regular checks on all telephony reporting, verifying that data is reporting as designed/expected and identifying opportunities for improvement.
Communicate any issues that may affect the business to management in advance or immediately upon any discoveries of issues.
Ensure that trunk lines/licensing are available for business continuity.
Performs related duties as assigned 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 (with over 40,000 volunteer hours contributed since our inception)
Matching Gifts Program - dollar-for-dollar up to $1,000
Access to grants, nonprofit resources, and volunteer opportunities
More than $6,000,000 donated since 2020
1 in 5 employees participates in at least one Employee Resource Group (ERG)