VP, Customer Contact Staffing

| Moorpark | Hybrid
Sorry, this job was removed at 12:52 p.m. (CST) on Wednesday, February 9, 2022
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Overview
Partner with business unit leaders and multiple internal clients, including Talent Acquisition, HR, FAV, and Facilities to develop, facilitate execution of effective, scalable, and sustainable Workforce Planning and Staffing models.
Job Description

  • Partner with business unit leaders to develop effective workforce planning and staffing models across Customer Contact
  • Monitor internal customer contact workloads, staffing levels, and staffing requirements for Call Center, and Research & Correspondence
  • Create and maintain tracking for specialty skills (all areas) and ensure units are adequately staffed
  • Serve as a liaison between Customer Contact and HR Recruiting to communicate staffing levels, additions to headcount, replacement needs, and turnover
  • Manage head count requisitions to ensure targeted hiring within forecast models and budget parameters
  • Participate in recruiting meetings as the representative of Customer Contact to develop recruiting strategies
  • Represent the business units in job fairs (virtual and live)
  • Conduct 1st interviews on behalf of the business units
  • Train management staff on interviewing techniques
  • Evaluate all inputs to the staffing plan model on a regular basis to confirm, document, and communicate forecast accuracy
  • Monitor workforce planning and staffing reports, metrics, and analytics. Review, compare and analyze current and historical staffing data with forecasted proposals
  • Establish a method for regular reviews for senior leadership; develop actionable reporting and proactively communicate staffing risks
  • Monitor 90-day staff performance and retention
  • Conduct analysis of turnover at all levels and report findings; develop retention strategies
  • Monitor VPP results for trends and provide feedback to business unit leaders
  • Oversee career development routines (GET SET) within the business units
  • Perform other related duties as required and assigned
  • Demonstrate behaviors which are aligned with the organization's desired culture and values

Ideal Candidate will have the following:

  • Bachelors degree or equivalent work experience
  • 5+ years experience
  • Financial Services and/or mortgage industry experience
  • Proficient in Excel and Word
  • Team player with strong attention to detail, strong organizational skills, and ability to work independently
  • Results oriented and performance management focused
  • Proven track record at delivering timely results in a fast-paced environment
  • Excellent critical thinking, problem solving and mathematical skills, using sound judgment
  • Strong business acumen and ability to interface with management
  • Strong collaborative, communication, and interpersonal skills
  • Proven people management skills
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