**Team Lead

4 days ago


Tempe, Arizona, United States NewRez LLC Full time
About the Role

We are seeking a highly skilled and experienced Team Lead to join our Operations team at NewRez LLC. As a Team Lead, you will be responsible for optimizing attendance, schedules, and PTO requests for our Loss Mitigation team. You will also be responsible for setting up new hire profiles and monitoring dialer campaigns daily.

Key Responsibilities
  • Undertake special projects related to departmental activities and perform other duties as assigned.
  • Contribute to the progress of the department by understanding the measurements used to define call handling success and how they can positively impact those measurements.
  • Ensure compliance with company policies and procedures.
  • Track attendance based on WFM call in line and RTA observation for multiple teams/departments/sites.
  • Intraday real-time monitoring of KPIs for all workgroups and sites.
  • Drive real-time adherence to achieve maximum FTE efficiencies.
  • Create schedules for all staff including trainings, meetings, breaks, lunches, and town hall events.
  • Set up new hire profiles in WFM platform and CXONE Contact Center to reflect real-time activity.
  • Actively optimizing staff schedules based on forecast, attendance, and planned events.
  • Create Ad Hoc reporting as necessary.
  • Routinely reviewing all current PTO requests.
  • Communicate changes to incoming call patterns to Senior Leadership.
  • Manage campaigns throughout the day for optimized pacing and timely completion.
  • Conduct new champion challenge strategies.
  • Conduct regular checks on all telephony reporting, verifying that data is reporting as designed/expected and identifying opportunities for improvement.
  • Communicate any issues that may affect the business to management in advance or immediately upon any discoveries of issues.
  • Ensure that trunk lines/licensing are available for business continuity.
  • Perform related duties as assigned by management.
Requirements
  • High School Diploma required; college degree preferred but not required.
  • 3+ years of experience in a contact center environment.
  • 1+ years of previous experience in a WFM Analyst Role.
  • Experience with NICE IEX or other WFM platforms.
  • Experience with Ring Central, Proactive XS, or other dialer platforms.
Preferred Qualifications
  • Demonstrated knowledge and understanding of call center KPIs.
  • Proficient in Microsoft Word and Excel.
  • Ability to write basic SQL queries.
  • Demonstrated strong skill set for organization and attention to detail.
  • Self-Motivated: ability to work independently with minimal supervision.
  • Strong analytical, problem-solving, and mathematical skills to improve team's performance.
  • Ability to work overtime as needed.
  • Understanding of mortgage lending and servicing.
About NewRez LLC

NewRez LLC is a leading mortgage servicing company that provides a range of services to clients in the mortgage industry. We are committed to delivering exceptional service and support to our clients and customers.

Benefits
  • 15 Paid Time Off (PTO) days and 18 after 1st anniversary.
  • 9 Paid Holidays.
  • Employee Engagement Activities.
  • Medical (including Health Savings Account & Flexible Savings Account).
  • Dental - RX - Vision - Life, Disability Insurance - 401(k) Plan with company match - Employee Assistance Plan.
  • Performance-based Incentives.
  • Pet Insurance.
  • Advancement Opportunities.
Equal Employment Opportunity

NewRez LLC is an equal opportunity employer and celebrates our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.


  • Team Lead

    5 days ago


    Tempe, Arizona, United States Edward Jones Full time

    Job OverviewPosition Schedule: Full-TimeWe are seeking a highly skilled and experienced professional to join our Field Supervision Department as a Team Lead. This is an exciting opportunity to lead a team of Field Supervision Directors who provide support to our branch offices and internal departments.Key ResponsibilitiesOversee the performance of a Field...

  • Service Team Lead

    1 month ago


    Tempe, Arizona, United States LPL Financial Full time

    Job DescriptionAre you a team player? Are you curious to learn? Are you interested in working in meaningful projects? Do you want to work with cutting-edge technology? Are you interested in being part of a team that is working to transform and do things differently? If so, LPL Financial is the place for youLPL Financial (Nasdaq: LPLA) was founded on the...


  • Tempe, Arizona, United States Carvana Full time

    About the Team and PositionThe Customer Experience Team Lead will drive individual development and team success through constructive coaching and results-oriented motivation. This individual will work closely with our Advocates and Managers to ensure Customer Satisfaction and Team Success in the Automotive Business Services department.Key...


  • Tempe, Arizona, United States Carvana Full time

    About the RoleThe Customer Experience Team Lead will drive individual development and team success through constructive coaching and results-oriented motivation. This individual will work closely with our Advocates and Managers to ensure that the Customer Experience team performs to the best of their ability.Key ResponsibilitiesTeam Leadership: Lead, mentor,...


  • Tempe, Arizona, United States Albertsons Full time

    About the CompanyAlbertsons Companies is a leading food and drug retailer in the United States, with a strong presence in 34 states and the District of Columbia. Our company is committed to innovation and building a culture of excellence, with a focus on creating joy around every table and inspiring a healthier tomorrow for every community.We operate a...


  • Tempe, Arizona, United States Edward Jones Full time

    About the RoleWe are seeking a highly skilled Team Leader to join our Governance & Reporting team within the Digital, Data, & Operations (DDO) organization at Edward Jones. As a key member of our team, you will be responsible for leading a team of individual contributors and working in partnership with various stakeholders to ensure the delivery of...


  • Tempe, Arizona, United States Turnaround Welding Services Full time

    Customer Service Representative LeadJob Category: Administrative ServicesJob Summary:The Customer Service Representative Lead plays a pivotal role in guiding and supporting the supervisors within the Customer Solutions Center (CSC). This position is essential for overseeing the Customer Service Representatives who deliver primary telephone support to our...


  • Tempe, Arizona, United States Carvana Full time

    About the RoleThe Team Lead, Registration and Title Operations will drive individual development and team success through constructive coaching and results-oriented motivation. This individual will work closely cross-functionally to ensure that our Registration and Title team performs to the best of their ability.Key ResponsibilitiesLead and Mentor the...


  • Tempe, Arizona, United States U.S. Bank Full time

    At U.S. Bank, we are committed to delivering excellence. Our mission is to empower the customers and businesses we serve to make informed financial choices while fostering the growth and success of the communities we support. We recognize that our collective ambition requires the unique contributions of each individual. A career with U.S. Bank offers a...


  • Tempe, Arizona, United States Vaco Full time

    Job DescriptionVaco is seeking a highly skilled Data Engineering Manager to join our team as we build out our data engineering capabilities. As a key member of our team, you will be responsible for designing, developing, and implementing data solutions that empower our organization to derive actionable insights from complex datasets.Key ResponsibilitiesLead...


  • Tempe, Arizona, United States Noodles & Company Full time

    About Noodles & CompanyNoodles & Company is a fast-casual restaurant chain that prides itself on serving high-quality, made-to-order meals using fresh ingredients. We're committed to providing an exceptional dining experience for our guests and creating a positive work environment for our team members.Job SummaryWe're seeking a skilled Restaurant Shift...


  • Tempe, Arizona, United States BNP Paribas Bank NV Full time

    Job SummaryWe are seeking a highly skilled and experienced professional to join our Mortgage Servicing team as a Servicing Operations Coordinator. As a key member of our team, you will be responsible for performing various mortgage servicing activities and providing support in our assigned unit.Key ResponsibilitiesMonitor and respond to complex servicing...

  • Team Leader

    2 days ago


    Tempe, Arizona, United States Panera Bread Full time

    About the RoleWe are seeking a highly motivated and experienced Team Manager to join our Panera Bread team. As a Team Manager, you will play a key role in ensuring the success of our bakery-cafe by developing our people, managing team performance, and building a positive and inclusive team culture.Key ResponsibilitiesLead and Manage Your TeamDevelop and...

  • Team Supervisor

    1 week ago


    Tempe, Arizona, United States Frozen Whiptails Inc Full time

    Team Supervisor Role at Frozen Whiptails IncWe are seeking a dynamic and hands-on professional to become a part of our team as a Team Supervisor at Frozen Whiptails Inc. In this pivotal role, you will be responsible for ensuring the seamless operation of our establishment during your designated shift. Your main objective will be to deliver outstanding...

  • CNC Machinist Lead

    2 days ago


    Tempe, Arizona, United States Fathom Mfg Full time

    CNC Machinist Lead Job DescriptionFathom Mfg is a leading digital manufacturing platform offering on-demand manufacturing in North America. With a strong presence in the industry, we are seeking a skilled CNC Machinist Lead to join our team.Key Responsibilities:Set up and operate CNC vertical machining centers to produce high-quality machined parts.Program...

  • Lead CNC Machinist

    3 days ago


    Tempe, Arizona, United States FATHOM Full time

    CNC Machinist Lead Job DescriptionFathom, a leading digital manufacturing platform, is seeking a highly skilled CNC Machinist Lead to join our team. As a CNC Machinist Lead, you will be responsible for overseeing the setup, troubleshooting, and operation of CNC machine centers, ensuring high-quality machined parts are produced while maintaining compliance...


  • Tempe, Arizona, United States General Dynamics Mission Systems Full time

    Position Overview:The Lead Engineering Technician plays a pivotal role in our engineering team, requiring an Associate's degree in a relevant field or equivalent experience, along with a minimum of 7 years in a related capacity.Security Clearance:A Department of Defense Secret security clearance is mandatory at the time of hiring. Selected candidates will...


  • Tempe, Arizona, United States Keurig Dr Pepper Full time

    Merchandising SupervisorThe Merchandising Supervisor is responsible for the recruitment, training, and growth of the merchandising team, with a strong emphasis on point-of-sale and pricing strategies.Positioned to support customer locations in the nearby regionDirectly oversees a dedicated team of MerchandisersOperates on a schedule of five consecutive days,...


  • Tempe, Arizona, United States Keurig Dr Pepper Full time

    Merchandising SupervisorThe Merchandising Supervisor is responsible for managing the recruitment, training, and growth of the merchandising team, with a focus on pricing strategies and point-of-sale execution.Positioned within the regional operations, providing support to retail locations in the vicinityDirectly oversees a dedicated team of...


  • Tempe, Arizona, United States Rosendin Electric Full time

    About Rosendin ElectricAt Rosendin Electric, we pride ourselves on fostering an environment where every employee can thrive, whether you are just starting your career or are a seasoned expert. We are committed to delivering exceptional results on some of the most prestigious projects across the nation.Why Choose Us?We are dedicated to innovation and...