WFM & Dialer Operations Specialist

Servicing•Tempe, AZ

About The Position

Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications. We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation. Primary Function Works with the Loss Mitigation team to optimize attendance, schedules, PTO requests, setup new hire profiles and monitor dialer campaigns daily. Principal Duties 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.

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 Okta Verify and 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
Pet insurance
Adoption Assistance
Tuition reimbursement
Employee Loan Program
The Newrez Employee Emergency and Disaster Fund is a new program to support our team members
Newrez NOW: Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more
1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice
Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee
Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions