Come join our amazing team and work remote from home!

The Dialer Support Anlayst, I is responsible for the coordination and administration of the company’s workforce management system for designated business units within the organization. Assist the dialer operation team in executing business strategies and ensure proper staffing levels at all times. Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates. The target pay range for this position is $55,000 - $65,000/yr.

What you’ll do:

• Responsible for the maintenance of agent profiles and schedules to ensure optimal workforce planning and productivity
• Ensure the system is updating efficiently and adjusting schedules to ensure productivity is optimized
• Responsible for monitoring the dedicated Microsoft Outlook inbox for callout/time off, vacation bid requests, and schedule adjustments based on ticketing system within a timely manner
• Process and communicate daily callouts and absences in the system to ensure timely tracking
• Partner with business leaders and other stakeholders across the company to understand workforce needs
• Assist in troubleshooting and resolving system issues
• Manage confidentiality of data by following established security/confidentiality standards
• Take ownership of and ensure integrity of data through proactive troubleshooting, partnering with other departments to research, correct discrepancies, and ensure compliance
• Maintain consistent attendance to ensure fulfillment of essential duties and responsibilities
• Knowledge of Microsoft Suite of applications (Word, Excel, Outlook, etc.)
• Knowledge of relevant and industry-specific computer software packages preferred
• Working knowledge of call center technologies and processes including general call flow and department structure/responsibilities preferred
• Strong technical aptitude and analytical skills
• Excellent written and verbal communication skills are required to interact effectively with employees across all levels of the business as well as external teams
• Ability to maintain confidential information
• Ability to make decisions that have moderate impact on the immediate work unit and monitor impact outside the immediate work unit
  

What you’ll need:

• Associates degree or equivalent combination of education and experience may be substituted in lieu of degree
• One to three (1-3) years’ workforce management or call center experience

Our Company:

Carrington Mortgage Services is part of The Carrington Companies, which provide integrated, full-lifecycle mortgage loan servicing assistance to borrowers and investors, delivering exceptional customer care and programs that support borrowers and their homeownership experience. We hope you’ll consider joining our growing team of uniquely talented professionals as we transform residential real estate. To read more visit: www.carringtonmortgage.com .

What We Offer:

• Comprehensive healthcare plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed.
• Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.
• Customized training programs to help you advance your career.
• Employee referral bonuses so you’ll get paid to help Carrington and Vylla grow.
• Educational Reimbursement.
• Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates. For more information about Carrington Charitable Foundation, and the organizations and programs, it supports through specific fundraising efforts, please visit: carringtoncf.org.

EEO/ AAP Employer