Manager - Workforce Management (On-site)

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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