WFM and Dialer Operations Specialist
Newrez LLC
full-time
Posted on:
Location Type: Hybrid
Location: Fort Washington • Arizona • Pennsylvania • United States
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Tech Stack
About the role
- 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
- 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
- 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)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
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