WFM and Dialer Operations Specialist

Newrez LLC

WFM & Dialer Operations Specialist optimizing attendance, schedules, and monitoring dialer campaigns at Newrez. Supporting the Loss Mitigation team to ensure operational efficiency in a contact center environment.

Posted 4/16/2026full-timeFort Washington • Arizona, Pennsylvania, Texas, Washington • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Works with the Loss Mitigation team to optimize attendance, schedules, PTO requests, setup new hire profiles and monitor dialer campaigns daily.
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

What you’ll need

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.

Benefits

Comp & perks

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
Newrez NOW: Through Newrez NOW, our Corporate Social Responsibility program, you’ll have opportunities to give back, lead, and make a difference.
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)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

WFM Analystcall center KPIsbasic SQL queriesMicrosoft WordMicrosoft ExcelNICE IEXRing CentralProactive XSschedulingAd Hoc reporting

Soft Skills

organizationattention to detailself-motivatedanalytical skillsproblem solvingmathematical skillscommunicationtime managementindependenceleadership