Head of Dialer & Contact Center Operations

Newrez; Tempe (AZ); Presencial; USD 110.000 - 150.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, dental, and vision insurance

Health Savings Account with employer·‑

401(k) Retirement plan with employer

Paid Maternity Leave/Parental Bonding/

Adoption Assistance

Tuition & Certification reimbursement

Employee Mortgage Loan Program

Emergency and Disaster Fund

Descripción de la vacante

Newrez is seeking a Dialer Operations Leader to guide staff, manage outbound calling strategies, and ensure compliance with state and federal requirements. You will coordinate telephony initiatives, oversee UAT testing with vendors, and partner with IT and Compliance to optimize call flows and platform performance.

The role requires extensive collections and call center leadership experience, with a focus on process improvements and strategic guidance for diverse stakeholders.

Formación

• High school diploma or equivalent required.
• Bachelor’s degree preferred.
• 7–10 years of experience in collections.
• 7–10 years in Mortgage Default Servicing.
• 7–10 years overall call center experience.
• Previous management experience.

Responsabilidades

• Lead and enforce change management, policy, procedures, monitoring, reporting, and KPI tracking.
• Direct day-to-day operations to meet service levels and minimize downtime.
• Manage business expectations and negotiate timelines for delivery.
• Identify need for change and implement strategies to improve efficiency.
• Develop team goals and conduct performance appraisals.
• Coach team to achieve objectives while following policy and regulations.
• Coordinate and execute platform enhancements or upgrades; oversee UAT with vendors.
• Serve as liaison between IT, Reporting Services and business on platform functionality.

Conocimientos

Mathematics skills

Verbal & written communication

Excel proficiency

SQL knowledge

Analytical thinking

Time management

Team leadership

Problem solving

Educación

High school diploma or equivalent

Bachelor’s degree

Herramientas

SQL

Data warehousing concepts

Descripción del empleo

Newrez is seeking a Dialer Operations Leader to guide staff, manage outbound calling strategies, and ensure compliance with state and federal requirements. You will coordinate telephony initiatives, oversee UAT testing with vendors, and partner with IT and Compliance to optimize call flows and platform performance.

The role requires extensive collections and call center leadership experience, with a focus on process improvements and strategic guidance for diverse stakeholders.