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New

Queue Administrator and WFM Analyst

PennyMac

This is a Contract position in Summerlin, NV posted January 17, 2022.

The Queue Administrator I is responsible for effectively completing duties and tasks in support of the call center to maximize performance, while adhering to company and investor requirements.  Responsibilities include, but are not limited to, monitoring and support of call center agents, telephony and workforce staffing administrative duties, etc.

  • Queue Administrator role supports lines of businesses across multiple sites.
  • Performance of system checks to proactively identify outages.
  • Tracking of attendance, including scheduled/unscheduled absences, early quits, late starts, voluntary time off, etc.
  • Monitoring and support of Supervisor Canvas to ensure call center adherence goals are met.
  • Live call monitoring support to determine agent assistance needed, call trends, system issues, etc.
  • Provide call center support including trouble shooting and escalation of agent and/or system issues.
  • Analysis of call types and dispositions to determine call trending.
  • Maintenance and distribution of reporting including Agent/Queue stats, inbound volumes, projections, intervals, dispositions, etc.
  • Perform telephony and Work Force Management administrator duties, including assigning of skills, auditing of skills, agent roles and responsibilities, password resets, etc.
  • Working knowledge of Work Force Management.
  • 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 organizational skills
  • 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
  • Knowledge of Excel and PowerPoint
  • 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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High School Diploma/GED

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