Job Description

Who we are

Shellpoint Mortgage Servicing (SMS) is one of America’s top-five non-bank mortgage-servicing companies. What is mortgage servicing? Our clients are businesses that own mortgage loans (such as banks and real estate investment firms). On their behalf, we manage (or "service") their loan portfolios, which means that we collect homeowners’ mortgage payments, pay their tax and insurance bills, and help homeowners in default to get current.
 

Primary Function

The primary responsibility of this position; to serve as a strategic partner with call center managers to help them understand the current workforce model, model their future growth, and needs, and guide their workforce strategy for the Call Center.

Principal Duties

  • Monitor real-time staffing, demand, and key performance metrics (i.e., ASA, Abandons, AHT) and proactively identify and communicate points of exposure.
  • Manage the call volume, daily attendance, and break schedules.
  • Monitor work queues and service levels.
  • Drive real time adherence to achieve maximum efficiencies.
  • Actively optimizing staff schedules based on forecast, attendance, and planned events.
  • Setup new hire profiles in WFM platform.
  • Ability to analyze complex issues real time and communicate changes to Leadership.
  • Performs related duties as assigned by supervisor.

Education and Experience Requirements  

  • High school diploma or equivalent.
  • 2-4 years of experience in a contact center environment.
  • 1+ years of previous experience in a WFM Analyst Role.
  • Experience with IEX, ASPECT (ALVARIA) or other WFM platforms, NICE InContact and Ring Central
  • Demonstrated knowledge and understanding of call center KPI metrics.

Knowledge, Skill, and Ability Requirements  

  • Excellent reasoning and research skills; the ability to see the "big picture" and manage the details.
  • The ability to follow instructions but work with minimal direct supervision.
  • Proficiency with Microsoft Windows-based computers and Microsoft Office software (Word, Excel, Outlook, etc.).
  • A solid work ethic, high integrity, a positive attitude, and strong attention to detail.
  • The ability to maintain professional conduct in the workplace.
  • Ability to manage projects based on strict timelines (excellent time management).

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.

Company Perks:
*     15 Paid Time Off (PTO) days and 18 after 1st anniversary!
*     9 Paid Holidays
*     Employee Engagement Activities


 Company Benefits:
*     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

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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Application Instructions

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