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

This employee will manage attendance, create and optimize schedules, code agent exceptions, setup new hire profiles, and oversee PTO requests across multiple call centers

Direct Reports

  • None

Principal Duties

  • Track attendance based on WFM call in line and RTA observation for multiple teams & sites.

  • Monitor real time performance of KPI’s for all workgroups and sites to ensure goals are achieved

  • Drive real time adherence to achieve maximum efficiencies.

  • Create and maintain schedules for all staff including trainings, meetings, breaks, lunches, and town hall events.

  • Setup new hire profiles in WFM platform and linking CMS to reflect real time activity.

  • Actively optimizing staff schedules based on forecast, attendance, and planned events.

  • Routinely reviewing all current PTO requests.

  • Ability to analyze complex issues real time and communicate changes to Sr Leadership.

  • Performs related duties as assigned by supervisor.

Education and Experience Requirements  

  • 3+ years of experience in a contact center environment.

  • 1+ years of previous experience in a WFM Analyst Role.

  • Experience with Verint or other WFM platforms

  • 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.).

  • SQL knowledge preferred.

  • Excellent keyboard skills.

  • A solid work ethic, high integrity, a positive attitude, and strong attention to detail.

  • The ability to maintain professional conduct with people of any mood or personality type.

  • Ability to manage projects based on strict timelines (excellent time management).

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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