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.
POSITION SUMMARY
This position is responsible for implementing the workforce management strategy for Customer Service, Collections, and other servicing groups as determined by management. This role involves collaborating with leaders to identify optimal resource allocation, executing solutions that enhance personnel utilization, and minimizing organizational costs while meeting service level objectives. The ideal candidate will have extensive experience with Workforce Management tools and applications, as well as previous experience leading a Workforce Management team.
DESCRIPTION
Duties and Responsibilities
- Manage a team of schedulers who optimize employee schedules, forecast needs, and conduct capacity planning for a large contact center.
- Oversee a team of Real-Time Analysts (RTA) who monitor and adjust staffing levels throughout the day to ensure adequate coverage and maintain Service Level Agreements (SLAs).
- Allocate resources effectively to ensure efficient staffing in a multi-site environment, utilizing the right mix of full-time and part-time staff to achieve service levels while being mindful of expenses.
- Share expertise in scheduling best practices to meet service-level goals, achieve organizational objectives, and enhance employee satisfaction.
- Develop and support team members, conducting regular meetings to train and expand knowledge through various development paths in Workforce Management.
- Provide oversight for skill management, work distribution, and workload balancing, including both long- and short-term planning, schedule/shift analysis, and related recommendations.
- Analyze data and leverage insights to make informed decisions that enhance workforce planning capabilities.
- Utilize key metrics such as Average Handle Time, Occupancy, Shrinkage, and Schedule Adherence to inform forecasting and management of daily skill assignments.
- Understand business plans, workforce trends, and load patterns to assist the organization in meeting performance goals.
- Identify and report on historical data, trends, and averages to guide decisions on staffing needs.
- Communicate regularly with leadership regarding necessary adjustments and revise forecasts as appropriate.
- Ensure that schedules align with forecasted customer demand and internal management objectives. Provide updates on progress towards goals and recommend actions as needed.
- Monitor key performance indicators (KPIs) to maximize service levels and other essential metrics.
- Stay informed about industry trends and propose actions to capitalize on this information.
- Drive continuous improvement initiatives for call routing, service center workload distribution, and other directives.
- Performs related duties as assigned by management.
Qualifications and Education Requirements
- Bachelor's degree in business or related field, preferred.
- 6-8 years’ experience in workforce management.
- 3+ years of supervisory experience.
- Experience in a large call center within the mortgage, credit card, or financial services industries.
- Experience supporting multiple sites.
- Proficient with forecasting/capacity planning.
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, and Workforce Management software).
- Demonstrated leadership skills.
Skills, Abilities, and Knowledge
- Strong mathematical skills, including the ability to calculate statistics and understand probability concepts.
- Knowledge of compliance and regulatory requirements for staffing within a multi-site/state contact center environment.
- Understanding of risk analysis and proficiency in analytical techniques.
- High level of proficiency in Workforce Management systems, processes, and key metrics such as Occupancy, Shrinkage, Average Handle Time, and Schedule Adherence.
- Comprehensive understanding of all phases of Workforce Management, including Planning, Forecasting, Scheduling, and Real-Time Intra-day functions.
- Ability to communicate effectively, both verbally and in writing, at all organizational levels.
- Capability of making sound recommendations, particularly concerning complex staffing issues.
- Strong problem-solving skills, including data collection, fact establishment, and thorough analysis.
- Detail-oriented and able to manage multiple concurrent projects and agendas.
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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What We Do
Newrez LLC (Newrez) is a leading nationwide mortgage lender and servicer. As a lender, Newrez focuses on offering a breadth of industry-leading products, supported by a loan process that blends both human interaction and the benefits of technology into an unparalleled customer experience. Founded in 2008 and licensed to lend in 50 states, Newrez is headquartered in Fort Washington, Pennsylvania and operates multiple lending channels, including Correspondent Lending, Wholesale, Direct-to-Consumer, Retail, and a network of joint venture partners. Newrez’s servicing business consists of its performing loan servicing division, Newrez Servicing, and its special servicing division, Shellpoint Mortgage Servicing. Newrez also has several affiliates that perform various services in the mortgage and real estate industries. These include Avenue 365 Lender Services, LLC, a title agency, and E Street Appraisal Management LLC, an appraisal management company. Newrez is member of the New Residential Investment Corp. family. More information is available at www.newrez.com. © 2022 Newrez LLC {f/k/a New Penn Financial, LLC}. All Rights Reserved. {Doing business as Newrez Mortgage in the states of Arkansas and Texas}. {Website approval pending with the New York Department of Financial Services.} This communication does not constitute a commitment to lend or the guarantee of a specified interest rate. All loan programs and availability of cash proceeds are subject to credit, underwriting and property approval. Programs, rates, terms and conditions are subject to change without notice. Other restrictions apply. Newrez LLC, 1100 Virginia Drive, Suite 125, Fort Washington, PA 19034. Corp NMLS#: 3013 (www.nmlsconsumeraccess.org). Additional licenses available at www.newrez.com. Equal Housing Opportunity.
