VP Workforce Management - Bayview Asset Management - Hurst, TX

VP Workforce Management - Bayview Asset Management - Hurst, TX -

Bayview is at present in search of a VP of Workforce Management with Contact Middle expertise in each Buyer Service and Collections with Dialer technique expertise. The VP of Workforce Management leads a centralized workforce management employees answerable for help of Contact Middle operational groups. Features embrace forecasting, scheduling, dialer operations, and management of intra-day staffing for multi-website Contact Middle operations. The workforce consists of agent teams liable for dealing with back and front-workplace operations, together with inbound and outbound communications by way of telephone calls, chats, textual content, and emails for Buyer Service and Collections. Implements greatest practices in workforce management to make sure constant procedures and knowledge-pushed selections together with methods for Assortment effectiveness inside a blended IB/OB Omni-Channel setting.

Key Duties:
Spearheads the Contact Middle planning / staffing course of;

Analyzes contact volumes and patterns. Ensures contact middle and staffing fashions embrace correct, up to date info;

Captures, shops, and stories on historic statistics (service degree, occupancy, forecast accuracy, dialer effectivity, RPC’s, ) Identifies contact quantity developments and averages on a month-to-month, quarterly, and seasonal foundation; stories the workload developments and staffing necessities to management and government management groups;

Makes use of workforce management software program and different fashions to precisely forecast contacts – each brief and lengthy-time period – and to find out staffing necessities for IB/OB environments;

Establishes and maintains communication channels relating to occasions that influence contact workload. Communicates crucial changes to workforce necessities based mostly on dynamic forecasts; re-forecasts when mandatory;

Creating and implementing efficient Omni-channel (IB, OB, Mix, Textual content, eMail, and so on.) and Assortment methods to extend RPC’s, scale back roll to worse assortment KPI’s, and so on;

Oversees proactive scheduling of discretionary actions corresponding to coaching, conferences, and additional time. Ensures schedules make efficient use of assets whereas assembly service aims and scheduling accuracy objectives;

Oversees intra-day staffing and repair, together with evaluation of actual-time workload and name routing to handle efficiency to service degree necessities for IB and OB. Answerable for improvement, implementation, and recurring evaluate/replace of the communication and response methods to make the most of when staffing points are recognized and changes are required. Analyzes and addresses escalated service supply points not resolved between Contact Middle Leaders and Workforce Management Staff;

Works in partnership with Human Assets, Coaching, and Operational groups to coordinate the hiring and coaching of latest staff, in addition to the continued improvement and multi-talent coaching for present staff;

Successfully leads skilled employees to make sure environment friendly utilization and improvement of assets. Offers applicable coaching and improvement alternatives. Liable for growing consciousness about Workforce Management and offering ongoing schooling to employees all through the Contact Facilities to make sure applicable information ranges relating to common workforce management practices, together with the efficient use of workforce planning and adherence instruments;

Maintains skilled and technical information by monitoring rising developments in workforce management by attending instructional workshops, reviewing skilled publications, establishing private networks, benchmarking state-of-the-artwork practices, and collaborating in skilled societies. Researches and recommends vendor options for forecasting and scheduling actions for IB/OB Blended Collections and Buyer Service environments;

Final accountability for attaining designated SLA, KPI, & Occupancy objectives. Accountable to ship metrics at a month-to-month, weekly, every day and interval degree for all queues in Buyer Service and Collections;

Help the Contact Middle in assembly/exceeding First Name Decision, High quality, RPC, Delinquency, and CSAT objectives;

Create and implement new Commonplace Working Procedures (SOPs), and/or enhance present SOPs inside WFM;

Job Necessities

Proficient in MS Phrase, MS Excel, MS PowerPoint;

Self-motivated and should excel in a minimally managed, excessive profile place;

Means to work independently with environment friendly time management expertise, adapt to altering priorities, meet deadlines and work nicely beneath strain;

Superior mathematical expertise, information of and skill to calculate statistics;

Wonderful written and verbal communication expertise with the power to successfully talk and work together with all ranges of personnel inside the group, together with presenting info and responding to questions from teams of managers, shoppers, clients, and most of the people;

Robust analytical and drawback fixing expertise, with the power to outline issues, acquire knowledge, set up details and draw legitimate conclusions;

Robust consideration to element;

Talent in establishing and sustaining efficient working relationships. Capability to steer, coach, and develop employees;

Means to learn, analyze and interpret basic enterprise periodicals, skilled journals, technical procedures, or authorities laws, write studies and enterprise correspondence;

Capability to determine and correctly deal with complicated points requiring a excessive degree of experience in making selections;

Capacity to train initiative and judgment in addition to make selections inside the scope of assigned authority;

Capability to plan 18 month timeline or higher;

Capability to handle a number of packages/tasks concurrently.

Required Expertise

MBA is strongly most popular. BS/BA inside a monetary/analytical self-discipline is required;

7-10+ years of related expertise with in Name Middle Operations supporting Collections & Buyer Service inside most popular Mortgage Business;

In depth expertise with forecasting/capability planning and multi/Omni-channel analytics and technique;

Professional Information of Dialer Methods and Management inside Collections together with TCPA, FDCPA, and different compliance processes.

Job Snapshot

Employment Sort
Full-Time

Job Sort
Government, Management

Schooling
four Yr Diploma

Expertise
7 to 10 years

Manages Others
Not Specified

Business
Banking – Monetary Providers, Mortgage, Credit score – Mortgage – Collections

Required Journey
Not Specified

Job ID
2013621
Job Description

Bayview is at present in search of a VP of Workforce Management with Contact Middle expertise in each Buyer Service and Collections with Dialer technique expertise. The VP of Workforce Management leads a centralized workforce management employees chargeable for help of Contact Middle operational groups. Features embrace forecasting, scheduling, dialer operations, and management of intra-day staffing for multi-website Contact Middle operations. The workforce consists of agent teams answerable for dealing with back and front-workplace operations, together with inbound and outbound communications by way of telephone calls, chats, textual content, and emails for Buyer Service and Collections. Implements greatest practices in workforce management to make sure constant procedures and knowledge-pushed selections together with methods for Assortment effectiveness inside a blended IB/OB Omni-Channel surroundings.

Key Duties:
Spearheads the Contact Middle planning / staffing course of;

Analyzes contact volumes and patterns. Ensures contact middle and staffing fashions embrace correct, up to date info;

Captures, shops, and reviews on historic statistics (service degree, occupancy, forecast accuracy, dialer effectivity, RPC’s, ) Identifies contact quantity tendencies and averages on a month-to-month, quarterly, and seasonal foundation; studies the workload developments and staffing necessities to management and government management groups;

Makes use of workforce management software program and different fashions to precisely forecast contacts – each brief and lengthy-time period – and to find out staffing necessities for IB/OB environments;

Establishes and maintains communication channels relating to occasions that influence contact workload. Communicates crucial changes to workforce necessities based mostly on dynamic forecasts; re-forecasts when crucial;

Creating and implementing efficient Omni-channel (IB, OB, Mix, Textual content, eMail, and so forth.) and Assortment methods to extend RPC’s, scale back roll to worse assortment KPI’s, and so forth;

Oversees proactive scheduling of discretionary actions akin to coaching, conferences, and extra time. Ensures schedules make efficient use of assets whereas assembly service aims and scheduling accuracy objectives;

Oversees intra-day staffing and repair, together with evaluation of actual-time workload and name routing to handle efficiency to service degree necessities for IB and OB. Liable for improvement, implementation, and recurring evaluate/replace of the communication and response methods to make the most of when staffing points are recognized and changes are required. Analyzes and addresses escalated service supply points not resolved between Contact Middle Leaders and Workforce Management Workforce;

Works in partnership with Human Assets, Coaching, and Operational groups to coordinate the hiring and coaching of latest staff, in addition to the continued improvement and multi-talent coaching for present staff;

Successfully leads skilled employees to make sure environment friendly utilization and improvement of assets. Supplies applicable coaching and improvement alternatives. Chargeable for growing consciousness about Workforce Management and offering ongoing schooling to employees all through the Contact Facilities to make sure applicable information ranges relating to common workforce management practices, together with the efficient use of workforce planning and adherence instruments;

Maintains skilled and technical information by monitoring rising tendencies in workforce management by attending instructional workshops, reviewing skilled publications, establishing private networks, benchmarking state-of-the-artwork practices, and collaborating in skilled societies. Researches and recommends vendor options for forecasting and scheduling actions for IB/OB Blended Collections and Buyer Service environments;

Final accountability for attaining designated SLA, KPI, & Occupancy objectives. Accountable to ship metrics at a month-to-month, weekly, every day and interval degree for all queues in Buyer Service and Collections;

Help the Contact Middle in assembly/exceeding First Name Decision, High quality, RPC, Delinquency, and CSAT objectives;

Create and implement new Commonplace Working Procedures (SOPs), and/or enhance present SOPs inside WFM;

Job Necessities

Proficient in MS Phrase, MS Excel, MS PowerPoint;

Self-motivated and should excel in a minimally managed, excessive profile place;

Capability to work independently with environment friendly time management expertise, adapt to altering priorities, meet deadlines and work nicely beneath strain;

Superior mathematical expertise, information of and skill to calculate statistics;

Wonderful written and verbal communication expertise with the power to successfully talk and work together with all ranges of personnel inside the group, together with presenting info and responding to questions from teams of managers, shoppers, clients, and most of the people;

Robust analytical and drawback fixing expertise, with the power to outline issues, gather knowledge, set up details and draw legitimate conclusions;

Robust consideration to element;

Talent in establishing and sustaining efficient working relationships. Capacity to steer, coach, and develop employees;

Potential to learn, analyze and interpret common enterprise periodicals, skilled journals, technical procedures, or authorities laws, write studies and enterprise correspondence;

Capacity to determine and correctly deal with complicated points requiring a excessive degree of experience in making selections;

Capacity to train initiative and judgment in addition to make selections inside the scope of assigned authority;

Capacity to plan 18 month timeline or higher;

Potential to handle a number of packages/tasks concurrently.

Required Expertise

MBA is strongly most popular. BS/BA inside a monetary/analytical self-discipline is required;

7-10+ years of related expertise with in Name Middle Operations supporting Collections & Buyer Service inside most popular Mortgage Business;

In depth expertise with forecasting/capability planning and multi/Omni-channel analytics and technique;

Professional Information of Dialer Methods and Management inside Collections together with TCPA, FDCPA, and different compliance processes.

Job Snapshot

Employment Sort
Full-Time

Job Sort
Government, Management

Schooling
four Yr Diploma

Expertise
7 to 10 years

Manages Others
Not Specified

Business
Banking – Monetary Providers, Mortgage, Credit score – Mortgage – Collections

Required Journey
Not Specified

Job ID
2013621

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