Director, Workforce Management – Contact Center Optimization

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $124.1k - $181.6k / year

⏰ Full Time

🔴 Lead

📞 Call Center Representative

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Guild Mortgage

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1960

🏗️ Construction

💸 Finance

🏠 Real Estate

Construction • Finance • Real Estate

Guild Mortgage is a U. S. -based mortgage lender and loan servicer that provides a wide range of home financing products and services to consumers and business partners. The company offers purchase and refinance mortgages, including conventional, FHA, VA, USDA, jumbo, renovation, construction, reverse mortgages, HELOCs, and specialty programs and down-payment assistance. Guild Mortgage operates nationwide through local branches and loan officers, supports borrowers with servicing and online account management, and partners with builders, real estate agents, title agents, and correspondents.

📋 Description

• Lead the development and execution of Servicing's workforce management strategy and build the function, operating model, standards, processes, and governance • Establish consistent WFM practices across Customer Service, Collections, SPOC, and Bankruptcy • Develop short-, medium-, and long-range workforce forecasts and capacity planning frameworks • Translate demand forecasts into staffing, hiring, scheduling, and resource allocation recommendations • Develop staffing models incorporating shrinkage, attrition, training, PTO, absenteeism, and skill requirements • Establish workforce planning and performance routines with leadership, Finance, Recruiting, Training, HR, and other stakeholders • Develop scenario and sensitivity models for peak periods, disruptions, and changing business conditions • Provide executive recommendations on staffing investments, capacity requirements, workforce priorities, and operational risks • Develop scheduling strategies aligned with customer demand • Establish intraday and real-time management practices • Monitor volume, staffing, adherence, service levels, abandonment, occupancy, and other indicators • Identify capacity risks and coordinate corrective action • Establish processes for overtime, voluntary time off, schedule adjustments, meetings, training, coaching, and off-phone activities • Evaluate skill-based routing, cross-training, schedule flexibility, and resource sharing • Establish WFM KPIs, reporting, dashboards, and performance routines • Translate workforce and contact center data into recommendations for senior leadership • Identify root causes of performance gaps and develop sustainable solutions • Analyze cost efficiency, workforce utilization, staffing productivity, customer experience, and cost to service • Partner with Finance and Operations on staffing plans, labor expense forecasts, and workforce investment recommendations • Assess financial and operational impacts of workforce decisions, technology investments, and process improvements • Serve as a subject matter expert for WFM, telephony, routing, dialer, and contact center capabilities • Partner with Technology, Operations, vendors, and stakeholders to optimize systems and processes • Identify opportunities for automation, reporting, forecasting, scheduling, routing, outbound campaign management, and real-time visibility • Support evaluation and implementation of future WFM and contact center technology • Participate in vendor discussions, requirements definition, testing, implementation, and optimization • Represent WFM and contact center operations in Guild's Servicing Transformation and strategic initiatives • Define future-state business requirements and influence technology and operating model decisions • Evaluate workforce impacts of digital self-service, automation, AI, changing contact channels, and customer behaviors • Participate in solution design, vendor evaluation, testing, operational readiness, implementation, and stabilization • Serve as Guild Servicing's senior WFM subject matter expert and trusted advisor • Build partnerships across Servicing Operations, Finance, HR, Recruiting, Training, Technology, Analytics, Compliance, and other business partners • Facilitate alignment and resolution of competing workforce priorities • Build and lead the Workforce Management function through hands-on execution and cross-functional coordination • Evaluate future organizational and staffing needs as the function matures • Lead through subordinate managers and direct reports; report directly to a member of the leadership team

🎯 Requirements

• Bachelor's degree in business, analytics, operations management, finance, mathematics, statistics, or a related field preferred • A combination of education and experience may be considered in lieu of the Bachelor's degree • Minimum five years demonstrated experience leading workforce management for a complex, multi-team or multi-site contact center environment • Deep expertise in forecasting, capacity planning, staffing models, scheduling, real-time/intraday management, shrinkage, adherence, occupancy, service levels, and workforce analytics • Strong understanding of inbound and outbound contact center operations, including dialer strategy and campaign management • Experience building or materially maturing a Workforce Management function • Experience with WFM, ACD, telephony, dialer, and contact center technologies • Experience with platforms such as NICE, Verint, Genesys, Cisco/Webex, Aspect, or comparable solutions preferred • Advanced Excel skills and experience working directly with large operational datasets • SQL, Power BI, or similar data and visualization experience strongly preferred • Experience translating operational data into executive-level insights and actionable recommendations • Experience defining business and technology requirements and participating in major contact center technology implementations or transformations • Exceptional relationship-building, communication, negotiation, and stakeholder-management skills • Ability to build consensus, constructively challenge established practices, and balance competing business needs • Experience in mortgage servicing, financial services, banking, or another highly regulated consumer contact center environment • Experience supporting customer service and collections operations • Experience with outbound contact strategies and regulatory requirements affecting outbound communications • Experience building a WFM capability with limited or evolving technology • Experience selecting, implementing, or significantly enhancing enterprise WFM and contact center technology • Experience supporting a major platform conversion or operational transformation • Experience with digital self-service, automation, AI-enabled contact center capabilities, or workforce modeling associated with digital channel adoption • Excellent verbal and written communication skills required • Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required • Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required • Commitment to company values • Ability to operate standard office equipment and keyboards • Ability to accurately perceive and interpret visual and audio information • Availability Monday–Friday during the business week • Travel 5–10%

🏖️ Benefits

• Medical insurance • Dental insurance • Vision insurance • Life insurance • AD&D insurance • LTD insurance • 401(k) with employer match • Competitive compensation • Pleasant work environment

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