Director of Contact Center - Workforce Management

Who We Are

At Newrez, we bring big thinkers and caring doers together to make home happen. We’re a team built on heart and hustle, united by a commitment to show up for our customers, our communities, and each other. We believe that when our people thrive, homeowners thrive - and that’s why we invest in your growth, wellbeing, and ability to make an impact.

Every day, we work to exceed the expectations of our residential mortgage borrowers and business partners through superior service, simple processes, and clear communication. We do this by empowering our employees, encouraging innovative solutions and recognizing great performance.

Primary Function

Responsible for leading the staff and functions within dialer operations, serve as point of contact for telephony related projects and issues for the business.  Also responsible for ensuring excellence in the execution of collection strategies and adherence to company, state and federal requirements around outbound calling and implementation of industry best practices. 

Principal Duties

• Lead and enforce the practices of change management, policy and procedure development, systems monitoring and reporting, and KPI and Metrics development and tracking.
• Direct the day-to-day operations to ensure platforms meet service levels and business operations are executed without significant down time.
• Manage the expectations of the business at all levels of management, negotiate timeline for delivery and influence business decisions by providing timely information related to collections strategy and technology capabilities of Contact Center Platform.
• Be able to identify the need for change and lead the implementation of change to improve efficiency and effectiveness of collection strategies and technology platforms.
• Develop team goals and execute job appraisals.
• Consistently coach team on obtaining job objectives while enforcing and adhering to company policy and procedure and state and federal guidelines.
• Identify problematic areas and implement strategic solutions.
• Responsible for coordination, implementation and execution of projects relating to platform enhancements or upgrades.  In conjunction with vendor, over-see all UAT testing around platforms.
• Serve as the liaison between IT, Reporting Services and business regarding platform functionality and enhancements.
• Work closely with Compliance and Legal department to ensure adherence to internal and state and federal guidelines.
• Serve as dialer SME across all projects impacting servicing.
• Business representation and point of contact for all telephony related projects and issues, driving optimization across call flows.
• Any other job responsibilities requested by management.

Education and Experience Requirements  

• High school diploma or equivalent, required.
• Bachelor’s degree, preferred.
• 7-10 years of experience in collections and use of automated dialer.
• 7-10 years industry experience in Mortgage Default Servicing.
• 7-10 years overall call center experience.
• Previous management experience.

Knowledge, Skill and Ability Requirements  

• Strong mathematics skills, including the ability to calculate statistics and understanding of probability concepts.
• Ability to communicate both verbal and written to all levels of an organization with a high level of proficiency.
• Strong working knowledge of all Microsoft Office suite programs, with an emphasis on Excel.
• Understanding of SQL language and data warehouse designs.
• Knowledge of FDCPA, TCPA and other federal regulations.
• Able to operate effectively in a team, contributing positively to team operations and working relationships.
• Excellent time management and organizational skills.
• Strategic and independent thinker.
• Strong problem-solving and analytical skills with attention to detail.

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.

Additional Information:

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.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Microsoft Authenticator. Employment will be contingent on this requirement.

Why Newrez

We’re a great place to work because we invest in what matters: your career, your community, your wellbeing, and your future. Our total rewards package is designed to support your whole self.

Company Benefits:

We offer benefits, programs, and perks that support you in every aspect of your life.

• Medical, dental, and vision insurance

• Health Savings Account with employer contribution

• 401(k) Retirement plan with employer match

• Paid Maternity Leave/Parental Bonding Leave/Caregiver Leave

• Adoption Assistance

• Tuition & Certification reimbursement

• Employee Mortgage Loan Program

• The Newrez Employee Emergency and Disaster Fund is a program to support our team members experiencing hardships

Newrez NOW:

Through Newrez NOW, our Corporate Social Responsibility program, you’ll have opportunities to give back, lead, and make a difference.

• 1 company-paid Volunteer Time Off day (with over 40,000 volunteer hours contributed since our inception)

• Matching Gifts Program - dollar-for-dollar up to $1,000

• Access to grants, nonprofit resources, and volunteer opportunities

• More than $6,000,000 donated since 2020

• 1 in 5 employees participates in at least one Employee Resource Group (ERG)
  

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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