What are the responsibilities and job description for the Adm III, Ctrl Tower position at Pennymac?
Overview:
Responsible for partnering with unit leadership to develop and operationalize campaign strategies. Works closely with team on execution of call campaigns and analyzes operational dashboards and other metrics to recommend necessary changes in strategies or processes in order to gain efficiencies and realize desired end results. Assists in providing training support to team members and call center employees and serves as a point of escalation to resolve more complex issues.
Job Description:
- Partner with Supervisor/Manager to develop and schedule campaign strategies
- Conduct analysis of operational dashboards to recommend necessary changes in strategy
- Assist Supervisor/Manager in providing training support to team members and call center employees
- Participate in daily monitoring of agent canvas to ensure call center adherence goals are met
- Serve as a point of escalation for call center support including trouble shooting and agent and/or system issues
- Canvas administrator responsibilities, including assigning of skill sets, group updates, password resets, etc.
- Execute scheduled campaigns, both dialer and manual, across multiple sites
- Analysis of dialer results to determine call efficiency
- Recommend changes for dialer system settings to improve call efficiency
- Communicate outline of daily campaign strategy to call center leadership team
- Assist Queue and Workforce Management team as needed
- Monitor and send recurring reports
- Perform other related duties as required and assigned
- Demonstrate behaviors which are aligned with the organization’s desired culture and values
- Strong time management skills
- Strong analytical and organizational skills
- Ability to work with data, spot trends, identify problems, draw conclusions and make recommendations
- Ability to convey information clearly and concisely to groups or individuals either verbally or in writing
- Ability to work both independently and as part of a team
- Able to work competently and professionally under tight, frequent deadlines and adhere to timelines
- Must be highly proficient in Excel and Word
- Must be a team player with strong attention to detail and able to work independently
- Proven track record at delivering timely and accurate information in a fast-paced environment
- Excellent critical thinking, problem solving, mathematical skills and sound judgment
- Financial Services and, if possible, mortgage industry experience preferred
- Strong business acumen and ability to interface with executive management
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