Workforce Specialist (Lansing,MI)

Company: Quicken Loans
Location: Lansing
Posted on: February 25, 2021

Job Description:

Minimum Qualifications

• 2-4 years of call center management experience or workforce management experience
• Experience with forecasting call volumes and staffing needs for call centersPreferred Qualifications
  • Knowledge of Genesys Workforce Management
  • Skill in Microsoft Excel, such as using VLOOKUP formula and pivot tables
  • Critical thinking skills and the ability to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
  • Mortgage servicing experience Moved from Minimum to preferredJob SummaryThe Workforce Specialist is responsible for forecasting, scheduling, reporting analysis and intraday analysis within the team.Responsibilities
    • Oversee intraday management of scheduling processes, analysis of real time workload requirements and call routing to manage service-level agreement performance
    • Administer the setup and use of workforce management software and Automatic Call Distribution (ACD) reporting
    • Administer communication to and from Client Relations/Operations and other supporting teams
    • Make recommendations for new hire schedules and build staffing strategies with leadership
    • Work with Client Relations to determine staffing needs for short- and long-term strategy
    • Recognize and make recommendations for operational and support improvements
    • Develop call volume projections and staffing forecasts
    • Monitor and analyze call patterns, intra- and inter-day activity, and historical center performance statistics
    • Make system adjustments to ensure optimal productivity and efficiency
    • Create scheduling matrices that ensure achievement of service levels, schedule adherence and other goals
    • Proactively monitor call behaviors, efficiency, availability and reporting deficiencies
    • Track analyses and the report center for advocate performance
    • Generate long-term and short-term forecasts Who We AreWe're America's largest mortgage lender, closing loans in all 50 states. J.D. Power ranked Quicken Loans "Highest in Customer Satisfaction in Primary Mortgage Origination" for the past 11 consecutive years, 2010 - 2020. The company was also ranked highest in the nation for client satisfaction among mortgage servicers by J.D. Power for 7 consecutive years, 2014 through 2020, each year the company was eligible. There's a simple reason we've been so successful: We care about the people we work with.If you're tired of stuffy, bureaucratic workplaces, then you'll be delighted to find something different here. We strive to make a creative, fun and collaborative environment you simply won't find anywhere else. Quicken Loans was once again named to FORTUNE magazine's "100 Best Companies to Work For" list in 2019 and has been included in the magazine's top one-third of companies named to the list for the past 16 consecutive years. In addition, Essence Magazine named Quicken Loans the "#1 Place to Work in the Country for African Americans."DisclaimerThis is an outline of the primary responsibilities of this position. As with everything in life, things change. The tasks and responsibilities can be changed, added to, removed, amended, deleted and modified at any time by the leadership group. """ Associated topics: loan, loan officer, loan servicing officer, mortgage, mortgage underwriter, officer, personal banker i, relationship, sale, sell

Keywords: Quicken Loans, Lansing , Workforce Specialist (Lansing,MI), Other , Lansing, Michigan