WFM and Dialer Operations Specialist

Role Overview

• 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.

Tech Stack

• SQL

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)