Workforce Management Analyst

loanDepot • Plano, TX

70d • $20 - $27

About The Position

Responsible for actively monitoring live-day staffing levels and real-time queue management activities for remote Contact Center team members across the enterprise. This position ensures the performance of all duties in accordance with the company’s policies and procedures, all U.S. state and federal laws and regulations, wherein the company operates.

Requirements

• Mortgage or financial industry experience within a fast paced environment preferred.
• Knowledge of Genesys, IEX or Verint Workforce Management systems.
• Workforce Management Forecasting and Real-time monitoring experience highly preferred.
• Bachelor's degree preferred, and/or a minimum of two (2) years’ experience working in a similar role.
• Possesses confident, articulate, and professional speaking ability. Known to craft concise, structured written correspondence that effectively incorporates a clear objective. Driven to offer helpful suggestions to complex problems.

Responsibilities

• Interfaces directly with peers and the business and will connect with other functional departments when outages/equipment failures occur to ensure action plans are timely to minimize disruption to the Contact Center.
• Proactively identifies and initiates appropriate actions, following Workforce Management procedures and guidelines, to ensure that service level objectives are met.
• Consistently demonstrates and exemplifies best practices in real-time analysis of all metrics for multiple Lines of Business including, but not limited to: Forecast Variances, Service level targets, AHT target variances, Occupancy targets and Staffing requirements.
• Collaborates with Business Partners, business representatives and others to enable the achievement of business goals and initiatives.
• Monitors call routing; reviews and provides recommendations for efficient intervals on all real-time non-phone activities (training, meetings, mentor, etc.)
• Identifies course of action or makes recommendations relating to staffing deviations based on observations (Shift Extensions and Overtime offers, Schedule Adjustments, Skill changes).
• Executes established Business Continuity procedures in times of unexpected outages and incident management events. (i.e. Unplanned System Outages, Fire, Power failures, etc.)
• Shares trends and observations of issues impacting performance of the business.
• Performs other duties and projects as assigned.

Benefits

• Compensation package based on experience and skill set.
• Inclusive, diverse, and collaborative culture where people from all backgrounds can thrive.
• Work with other passionate, purposeful, and customer-centric people.
• Extensive internal growth and professional development opportunities including tuition reimbursement.
• Comprehensive benefits package including Medical/Dental/Vision.
• Wellness program to support both mental and physical health.
• Generous paid time off for both exempt and non-exempt positions.

What This Job Offers

• Career Level: Entry Level
• Education Level: Bachelor's degree