Staff Operations Analyst

1 week ago


Tempe, Arizona, United States Newrez LLC Full time

At Newrez LLC, we're seeking a highly skilled Staff Operations Analyst to join our team. As a key member of our operations team, you will play a critical role in ensuring the smooth day-to-day functioning of our contact center.

Key Responsibilities:

  • Undertake special projects related to departmental activities and perform other duties as assigned.
  • Ensure compliance with company policies and procedures.
  • Intraday real-time monitoring of KPIs for all workgroups and sites.
  • 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 optimize staff schedules based on forecast, attendance, and planned events.
  • Communicate changes to incoming call patterns to Senior Leadership.
  • Manage campaigns throughout the day for optimized pacing and timely completion.

Requirements:

  • 3+ years of experience in a contact center environment.
  • Experience with NICE IEX or other WFM platforms.
  • Experience with Ring Central, Proactive XS, or other dialer platforms.
  • Demonstrated knowledge and understanding of call center KPIs.
  • Proficient in Microsoft Word and Excel.
  • Ability to write basic SQL queries.

What We Offer:

  • 9 paid holidays.
  • Medical, dental, vision, life, and disability insurance.
  • 401(k) plan with company match.
  • Performance-based incentives.
  • Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities.

Equal Opportunity Employer:

We celebrate our employees' differences and are proud to be an equal opportunity employer.



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