Workforce Management & Real-Time Analyst

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At Freddie Mac, you will do important work to build a better housing finance system and you'll be part of a team helping to make homeownership and rental housing more accessible and affordable across the nation.

Position Overview:

Are you a detailed person with several years of experience in the Workforce Management field? Do you like a fast-past job? We are looking for a Workforce Management/RTA Analyst for Freddie Mac's Single-Family Customer Service Contact Center!

**This position can be performed currently from a remote location in the U.S. but will require presence in a Freddie Mac office in the future.***

Our Impact:
  • The Workforce Management team is responsible for the daily efforts to provide an excellent customer experience by effectively delivering real-time service level monitoring to optimize resources to achieve business objectives


Your Impact:
  • Your key functional responsibility includes the ability to demonstrate a strong understanding of the Workforce Management process, assist in teaching WFM to others, and to utilize those skills for forecast/schedule creation, and real-time service level monitoring across multiple teams
  • Provide real-time monitoring via available tools (CXone WFM and CXone Dashboards), and Workforce Management techniques to make intra-day adjustments in an effort to improve resource efficiency and achieve service level goals / business objectives
  • Forecasting and scheduling functions, and provide recommendations as needed for efficient coverage
  • Daily and weekly reporting on results and agent performance measurements


Qualifications:
  • 5+years of Workforce Management experience in a contact center
  • Experience in working in real-time management in a multi-department/site contact center environment
  • Experience with working with WFM platforms - CXone, NICE IEX, Verint or Aspect
  • Knowledge of phone systems (CXone, Avaya, etc.)
  • Experience in working with Excel formulas


Keys to Success in this Role:
  • Customer Focus: must demonstrate proficiency in dealing with all levels of employees/management and building positive relationships with teams and all organizational customers
  • Functional/Technical Skills: must possess strong quantitative, analytical and technical aptitude skills
  • Drive for Results: must possess the ability to work under pressure, meet deadlines and be accountable for performance
  • Time Management: must be able to multi-task, be highly detail oriented and demonstrate strong organizational skills
  • Problem Solving: must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action
  • Decision Quality: must possess the ability to work independently, prioritize and demonstrate good judgment skills
  • Dealing with Ambiguity: ability to adapt and excel as a great teammate in a fast-paced and ever changing environment!


Current Freddie Mac employees please apply through the internal career site.

Today, Freddie Mac makes home possible for one in four home borrowers and is one of the largest sources of financing for multifamily housing. Join our smart, creative and dedicated team and you'll do important work for the housing finance system and make a difference in the lives of others.

We are an equal opportunity employer and value diversity and inclusion at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by applicable law. We will ensure that individuals with differing abilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Notice to External Search Firms: Freddie Mac partners with BountyJobs for contingency search business through outside firms. Resumes received outside the BountyJobs system will be considered unsolicited and Freddie Mac will not be obligated to pay a placement fee. If interested in learning more, please visit www.BountyJobs.com and register with our referral code: MAC.

Time-type:Full time

Job Category:Operations

FLSA Status:Exempt

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