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Senior Analyst, Workforce Mgmt & Dialer Ops

Location: Bangalore, KA, India
Job ID: 1001238
Company: Ocwen APAC

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Job Description


POSITION SUMMARY:

The WFM analyst is responsible for scheduling right agents at the right time to have calls are handled to meet SLAs. Expected to work on optimizing the schedules and improve agent utilization. Provide internal reporting and communicate with BU leads to make real-time changes to meet the business requirements. Understand business requirements and monitor intraday reports and make decisions and give direction to the BU for better results. Expected to work weekend and all Shift timings.

JOB FUNCTIONS AND RESPONSIBILITIES:
• Preparing monthly schedules which will cater the monthly forecasted volume and meeting/sustaining SL/Occupancy targets.
• Scheduling of discretionary activities such as training, meetings, overtime and other offline activity on for future days/months.
• Analyze Call Center Volume, Productivity & Patterns to optimize staffing levels and areas of improvement.
• Work with training and operations to coordinate multi-skill training for existing agents
• Collection and analysis and reporting of historical center performance statistics.
• Intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
• Responsible for maximizing efficiency and occupancy while meeting service objectives
• Oversee analysis and reporting of employee performance including schedule adherence
• Recognizes and recommends operational and support improvements
• Perform other duties and assignments as directed

QUALIFICATIONS:

• Proficient in MS Word, MS Access, MS PowerPoint, MS Excel
• Strong mathematical, analytical, communication, and organization skills
• Excellent Organizational, communication, problem – solving & multi – tasking skills
• Preferred - Advanced MS Excel experience, Macros
• Preferred - An understanding of call center tools, i.e. ACD’s, WFM systems, email distribution systems and scheduling tools and processes
• A Bachelor’s degree is required
• Prior Teliopti or Livevox experience preferred.

TRAINING / LICENSING REQUIREMENTS (only add if needed): NA

WORK SCHEDULE OR TRAVEL REQUIREMENTS (Only add if needed): NA

About Us


Company: Ocwen APAC


Ocwen is intensely focused on hiring, developing and retaining the best talent in the industry! Our commitment to Diversity & Inclusion ensures that we are an organization that creates, promotes and sustains an inclusive work environment in which diversity, inclusiveness and respect are integral parts of our culture and work environment. Building the reputation as an outstanding place to work, a great business partner and a valued community member is our everyday endeavor.

Ocwen’s mission is to delight our customers through caring service and innovative lending solutions. We proudly serve over 1.3 million families with their mortgage needs by helping to find real solutions that benefit our customers and help to build stronger communities. Helping Homeowners is What We Do!®

Consider an opportunity to join our global team and put “Caring in Action” while growing your career.

Ocwen and its subsidiaries are proud to be equal opportunity workplaces. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

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