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
The primary responsibility of this position; to serve as a strategic partner with call center managers to help them understand the current workforce model, model their future growth, and needs, and guide their workforce strategy for the Call Center.
Direct Reports
N/APrincipal Duties
Monitor real-time staffing, demand, and key performance metrics (i.e., ASA, Abandons, AHT) and proactively identify and communicate points of exposure.Manage the call volume, daily attendance, and break schedules.Monitor work queues and service levels.Drive real time adherence to achieve maximum efficiencies.Actively optimizing staff schedules based on forecast, attendance, and planned events.Setup new hire profiles in WFM platform.Ability to analyze complex issues real time and communicate changes to Leadership.Performs related duties as assigned by supervisor.Education and Experience Requirements
High school diploma or equivalent.2-4 years of experience in a contact center environment.1+ years of previous experience in a WFM Analyst Role.Experience with IEX, ASPECT (ALVARIA) or other WFM platforms, NICE InContact and Ring CentralDemonstrated knowledge and understanding of call center KPI metrics.Knowledge, Skill, and Ability Requirements
Excellent reasoning and research skills; the ability to see the "big picture" and manage the details.The ability to follow instructions but work with minimal direct supervision.Proficiency with Microsoft Windows-based computers and Microsoft Office software (Word, Excel, Outlook, etc.).A solid work ethic, high integrity, a positive attitude, and strong attention to detail.The ability to maintain professional conduct in the workplace.Ability to manage projects based on strict timelines (excellent time management).While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.
Additional Information:
While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.
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.
Company Benefits:
Newrez is a great place to work but we are only as strong as our greatest asset, our employees, so we believe in rewarding them!
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
Equal Employment Opportunity
We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.
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