Contact Center Workforce and Dialer Analyst

Position: Contact Center Workforce and Dialer Analyst

Hours: 12pm-9pm CST

Location: Remote or Austin, TX (If living within 30 miles of Austin will need to come into the office 3 days per week)

Pay: $21.63 - $36.06/hr. DOE + full time benefits

Position Summary:  

The Dialer and Workforce Analyst is responsible for day-to-day execution of dialer and workforce management platforms in the Servicing Contact Center, providing research-based input and guidance to the Contact Center Leadership Team. This role involves the administration of Contact Center forecasting and scheduling to meet service level and aid in the hiring practices of the department. Updating, maintaining and auditing the Contact Center knowledgebase is also a key component of this position.  

The Dialer and Workforce Analyst will report to the AVP of Dialer and Workforce Management but may assist other lines of business with building efficient contact strategies and campaign management. Previous experience with Contact Center workforce management, scheduling over various queues, locations and time zones is a must. Timely responsiveness to business needs is critical. 

Duties and Responsibilities:

• Operate, monitor, and optimize inbound call queues to ensure service level goals are met. 

• Operate, monitor, and optimize outbound dialer campaigns to ensure collections and other mortgage servicing related goals are met. 

• Forecast, schedule, and monitor Contact Center agents across multiple service queues. 

• Coordinate off-queue activities to ensure proper coverage of call volume throughout the day. 

• Serve as primary point of contact for the Contact Center Leadership Team and respond to ad hoc schedule requests from management in a timely manner.   

• Provide regular feedback to the Contact Center Leadership Team regarding discovered inefficiencies with systems and/or personnel. 

• Build, deliver, and maintain daily, monthly, quarterly, and annual reports to aid management with Contact Center KPI’s and incentives.  

• Maintain performance tracking report summaries of call trends to leverage into call volume forecasting and serve potential audits and inspection.  

• Provide ad hoc reporting, regulatory and compliance audit validation, and other various duties as assigned.   

• Identify and implement process improvements, operational efficiencies and cost savings initiatives.  

• Ensure compliance with all applicable federal and state collections dialing laws, regulations, investor requirements and CFPB Servicing Guidelines. 

• Maintain, update, develop, and audit the Contact Center knowledgebase. 
• Must be able to work some Saturdays.  

Key Competencies:

• Must work well under pressure, meet multiple and sometimes conflicting deadlines, and respond to inquiries with tact, diplomacy and patience. 

• A demonstrated ability to collaborate and work well with others. 

• Excellent verbal and written communication and listening skills. 

• Good business writing and math skills. 

• Must be detail-oriented, able to think critically, analytical, and well-organized. 

• Demonstrated ability to achieve goals. 

• Ability to think abstractly, break down problems into individual issues and resolve them with ease. 

• Strong PC skills.  Must be proficient in MS Windows, MS Outlook and SharePoint and other MS Office Suite products. Experience with Genesys and the accompanying business suite is a plus. 

• Knowledge of commonly used terminology, concepts, practices and procedures within the mortgage industry.
• Knowledge of MSP, with at least two (2) years’ recent experience working with MSP. 

Desired Education/Experience:

• Bachelor’s Degree or combination of education and experience that provides the necessary skills and knowledge to satisfactorily perform the essential job functions.  

• Minimum of two (2) years Contact Center dialer and workforce management experience preferred. 

• Workforce management experience in a high volume, fast paced environment is a plus.  

• Minimum of two (2) years’ experience in one or more of the following areas: Mortgage Banking, Collections, Loss Mitigation, Bankruptcy and Foreclosure processes. 

• Good working knowledge of FNMA, FHLMC, GNMA, FHA/VA compliance requirements. 

• Good working knowledge of FDCPA, CFPB Servicing Guidelines and state regulations related to debt collection practices. 

• History of reliable attendance. 

• Ability to work a schedule that includes some weekends and late evenings. 

• Must be able to pass background investigation. 

Other Duties: This job may require frequent sitting or standing for long periods of time. This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned in order to meet the needs of the organization. 

Work Authorization: Must be able to verify identity and employment eligibility to work in the U.S. 

[EOE/M/F/D/V. Drug-free workplace.] 

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Must be able to lift up to ten pounds.  Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information.  VISION:  See in the normal visual range with or without correction.  HEARING:  Hear in the normal audio range with or without correction. 

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