Join our dynamic Real-Time Team and play a crucial role in ensuring seamless operational performance across Centralized Sales, Branch, and Community. Unlock your potential in a supportive environment that values growth and expertise.

 

Job Summary:
As a Workforce Management Division Lead in Home Lending Sales Effectiveness, you will lead a team dedicated to maintaining the integrity of our Workforce Management platform and supporting business leaders. You will analyze call center data, develop actionable reports, and drive projects that align business resources to meet key performance standards. Your work will help optimize sales processes, enhance customer experience, and support a culture of continuous improvement. You will collaborate with sales leadership and stakeholders to deliver insights that drive strategic decisions.

Job responsibilities

Manage a team responsible for maintaining the Workforce Management platform and processing leader requests efficientlyTrack headcount and provide regular updates to leadershipParticipate in workforce planning projects, offering subject matter expertisePerform advanced root cause analysis to identify opportunities and make strategic recommendationsManage communications with key business partners regarding Workforce ManagementCollect, analyze, and interpret call center data to identify trends and improvement opportunitiesCollaborate with sales leadership to provide insights that drive operational efficiencyMonitor key performance indicators (KPIs) and generate ad-hoc reportsPresent findings and recommendations to management and stakeholders clearlyEnsure data accuracy and integrity in all reporting activitiesOwn additional ad hoc duties as assigned
 

Required qualifications, capabilities, and skills

Advanced knowledge of Call Center and Back Office Operations, Contact Center Metrics, and Workforce Planning practicesProven experience in data analysis, within a call center or sales environmentProficiency in data analytics tools such as Excel, SQL, and TableauStrong analytical and problem-solving skillsExcellent communication and presentation abilitiesAbility to work independently and as part of a teamAttention to detail and commitment to data quality
 

Preferred qualifications, capabilities, and skills

Bachelor’s degree in business, Data Analytics, Statistics, or a related fieldFamiliarity with scripting or programming languagesProven experience leading or supporting project initiativesMinimum of 3 years’ experience in large call center, multi-site, or similar environmentsMinimum of 3 years’ experience in processing, forecasting, staffing, scheduling, and/or project managementExperience with collaboration, communication, and presentation

Basic to intermediate skills with analytical/data mining systems such as Alteryx and Tableau

 

All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool.