Wfm & Dialer Operations Specialist

Newrez

Not specified; not specified; medical, dental, vis...
3+ years contact center experience
1+ years wfm analyst role
Nice iex or wfm platform experience
The role supports the Loss Mitigation team by optimizing attendance, schedules, and dialer campaigns to ensure superior service for residential mortgage borrowers

Job Summary

  • The role supports the Loss Mitigation team by optimizing attendance, schedules, and dialer campaigns to ensure superior service for residential mortgage borrowers.
  • Employees are responsible for intraday real-time monitoring of KPIs, creating staff schedules, and driving adherence to achieve maximum FTE efficiencies.
  • Newrez offers a comprehensive benefits package including medical, dental, vision, 401(k) matching, paid parental leave, and opportunities for volunteer time off.

Matching Summary

The role supports the Loss Mitigation team by optimizing attendance, schedules, and dialer campaigns to ensure superior service for residential mortgage borrowers.

Salary

Not specified; Not specified; Medical, dental, vision, 401(k) match, PTO, tuition reimbursement

Skills & Requirements

Must-have

  • 3+ years contact center experience
  • 1+ years WFM Analyst role
  • NICE IEX or WFM platform experience
  • Ring Central or Proactive XS dialer
  • Basic SQL query writing ability
  • Real-time KPI monitoring skills

Nice-to-have

  • Understanding of mortgage lending
  • Strong analytical problem solving
  • Self-motivated independent worker
  • Ability to work overtime as needed
  • Innovative solution mindset

Key Requirements

  • High School Diploma required
  • College degree preferred
  • 3+ years contact center experience
  • 1+ years WFM Analyst experience
  • Smartphone with security apps required

Work Rights

Not specified

Tailored Resume

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