Staff Operations Analyst
1 week ago
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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