Workforce Management Specialist

Making dreams come true every day. It’s our focus at Countrywide. Explore mortgage lending, insurance and banking with a national presence, global scope and a mission you’ll be proud to share in with the country’s number one home lending source.* There are many options for talented financial professionals. Discover the leading team dedicated to helping more Americans achieve their dreams. * As ranked for 2006 by Inside Mortgage Finance (Feb. 2, 2007)© 2007.Workforce Management Specialist  The National Resource Management Center (NRMC) manages global call-center operations that include forecasting, scheduling, call routing, reporting and other tasks associated with workforce-management of the enterprise.  Primary Responsibilities Include:·  Managing the performance of the call center by providing analytical analysis of historical patterns in order to forecast future call-volumes·  Developing and modeling schedules that ensure service levels are achieved while balancing employee preferences·  Developing and maintaining historical reporting·  Changing global call-routing plans to maximize resource utilization·  Working with cross-departmental contacts to gather information that will impact forecasting·  Developing complex, statistical analysis of historical data  A Successful Candidate Will Have:·  Bachelor's degree·  3 years of related experience in a Call Center environment·  Advanced knowledge of all levels and functions of math--including experience with statistical modeling·  Advanced knowledge of Microsoft Word, Excel and Access·  Excellent verbal and written communication skills·  Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks·  Strong attention to detail The Ideal Candidate May Also Possess:·  Knowledge of eWorkforce Management Software·  Knowledge of Aspect ACD  Countrywide is committed to leveraging the talent of a diverse workforce to create great opportunities for our business and our people. EOE. M/F/D/V.