Overview
Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members -do better.- Joining PenFed is more than being an employee; it's about being a part of the PenFed family.
PenFed is hiring a (Hybrid) Senior Workforce Management Administrator, Home Lending at our San Antonio, Texas service center and at our Irving, Texas service center. The role of the Senior Workforce Management Administrator will be responsible for day-to-day administration and monitoring of workload distribution system and dialer application, including development of dialing campaigns, calling lists, filters, reports and list strategies through real time monitoring. May make independent decisions regarding daily strategies within provided guidelines. The individual will serve to support the Demand Generation department assisting Originations and Servicing in providing requirements, prioritizing efforts, and project delivery as the subject matter expert.
Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.
Develop, generate, analyze, and distribute reporting to include real time adjustments and campaign changes to drive peak performance metrics, related to the dialer's performance and strategy objectives as well as agent statistics, and identify trends to help determine the need for strategy refinement.
Evaluate data quality to ensure standards and guidelines are met.
Support the establishment of new campaign set-ups and maintains dialer, daily production, client, and workforce monitoring reports.
Collaborate with business stakeholders, understand business objectives, and use data to generate actionable insights.
Develop key performance indicators and business requirements to be leveraged for analyzing and communicating the success of campaigns.
Analyze gaps in resource optimization and provide recommendations for improvement.
Support department leadership in their work with external vendors and PenFed IT to build/integrate technology related to the mortgage and home equity lines of business dialer system.
Recognize lead capacity deficiencies and recommend solutions to maximize lead volume.
Support the existing lead workflow that enables loan officers to work leads efficiently and recommend new functionality and tools to help maximize performance.
Knowledge of TCPA and various state regulations and it's impacts to the Dialer operations, Lead management, and callable hours.
Manages internal and external service provider outages, support system recovery, and business continuity planning.
Assist in strategy and planning sessions as required, developing project scope with stakeholders for approved projects.
Participate in corporate projects as requested, to include networking events.
*This role is responsible for ensuring business continuity. *
Qualifications
Equivalent combination of education and experience is considered.
Bachelor's degree and/or a minimum 3 years of work experience in the functional area of contact center hardware, software, and systems required.
Experience in Genesys, Avaya, Aspect, Noble, or other hardware and software; dialer/IVR-ACD/Telephony administration is required. Experience in the Velocify/Salesforce ecosystem (Sales and/or Service cloud, Ideas and Knowledge) or equivalent CRM/lead management system is preferred.
Working knowledge of SQL queries or other programming language a plus.
Previous call center intraday / real-time analysis and troubleshooting required.
Demonstrated understanding of sales workflows including, but not limited to, lead management and capacity models.
Demonstrated analytical and quantitative skills to analyze, interpret, and translate data.
Demonstrated ability to manage multiple priorities and utilize internal and external resources to achieve goals.
Excellent verbal and non-verbal communication skills, with an ability to review complex issues and make sound decisions.
Must be service-oriented and demonstrate collaborative behaviors.
Committed to standards of the highest professionalism and ethical behavior, with the ability to handle confidential information with discretion.
Ability to work independently, with limited supervision as well as in a team environment.
Strong organizational, multi-tasking and time management skills.
Must be detail oriented with strong analytical and demonstrated critical thinking and problem-solving skills.
Self-motivated, goal oriented, resourceful and driven personality.
Flexible and open to change in a high volume, fast paced environment.
Proficiency in Microsoft Suite, specifically Excel is required.
Work Environment
While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.
Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds
Travel
Ability to travel to various worksites and be on-call may be required.
About Us
Established in 1935, PenFed today is one of the country's strongest and most stable financial institutions with over 2.8 million members and over $36 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam, Puerto Rico and Okinawa. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day. We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more. Equal Employment OpportunityPenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 402-639-8568.
