Job Description

Homepoint is a rising star in the mortgage industry with a culture that encourages community, caring, and open communication. What makes our team special is our people-first philosophy, as we empower and encourage our associates to speak up, become innovators and make impactful changes – no matter what position they hold within the company. 

Homepoint is one of the fastest-growing mortgage lenders in the U.S. – already the third-largest wholesale lender and a Top-10 correspondent lender. Founded in 2015, we are headquartered in Ann Arbor, MI and offer positions throughout the nation – many of which are remote. Our team has grown to include more than 3,500 associates and we service more than 400,000 customers nationwide. 

If you thrive in a fast-paced environment and are looking for an opportunity to grow and develop your career, then we have the perfect opportunity for you! 

Essential Duties and Responsibilities:

The role of the Director – Dialer and Workforce Management position will be responsible for ensuring homepoint has the right workforce to deliver our business objectives over the near and long term. The position is also responsible for helping develop workforce strategies informed by rigorous people data & analysis. In addition, developing the dialing strategies for the Servicing Call Center team, monitoring, and maintaining the system, managing the call metrics, and collaborating with the business to communicate and dialer changes, updates, and projects.

Responsible for directing and overseeing the real-time and scheduling work of the team
Manage team resources, including schedules and absences, to ensure coverage for business partners that match hours of operation
Develop recommendations on business unit performance improvement
Responsible for monitoring and maintaining specialty workforce management software
Responsible for short-range staffing levels required to meet customer demand.
Develop and execute dialing strategies that employ the use of dialing fetches, ACD and IVR routing, phone line allocation, and call pacing to increase production, call file penetration and other client or operational needs.
Communicate any pertinent campaign information to leadership and recommend adjustments to the daily calling plan as needed to meet performance and volume needs.
Keep operational objectives on the forefront of every decision made, specifically in regard to campaign performance.
Check all dialer settings (both prior to the start of a program and as the program is running) to assure optimal performance and maintain performance logs.
Effectively collaborate with the appropriate business heads to support critical business projects.
Monitor workflow to ensure the highest levels of efficiencies.
Maintain compliance with all state and federal calling parameters.
Manage inbound and outbound performance metrics.
Troubleshoot system-based performance issues.
Review data to identify trends and action items.

Education and/or Work Experience Requirements:

Minimum of 5+ years of Workforce Management & Call Center Dialer Operations experience required.
Workforce Planning and Development
Advanced Excel skills
Demand/Resource Forecasting
Staffing Model Optimization
Project Management
Experience with Calabrio, Cisco Finesse or similar computer telephony integration (CTI) tool, is a plus
Bachelor’s degree preferred, or equivalent work experience required.
Thorough understanding of Call Center operations.
Experience in Financial services is a plus.
Highly proficient in Microsoft Office products
Outstanding analytical and problem-solving skills with strong attention to detail
High level individual contributor who works well in a team environment.
Excellent organizational and time management skills.
Strong oral, written, influential communication and presentation skills.
Must be able to interact effectively with all internal departments and representatives.
Strong communication and writing skills.
An individual who takes a lead by example approach in working with team members.
Be proficient in all functions and applications that apply to agent management, campaign set-up, campaign management and call routing.

Physical Requirements:

Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
Must be able to talk, listen and speak clearly on telephone