Director of Contact Center - Workforce Management

About the role

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.

Responsibilities

• 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.

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.

Skills

• Strong mathematics skills,