Control Tower Administrator II
PENNYMAC
Pennymac (NYSE : PFSI) is a specialty financial services firm with a comprehensive mortgage platform and integrated business focused on the production and servicing of .
mortgage loans and the management of investments related to the . mortgage market.
At Pennymac, our people are the foundation of our success and at the heart of our dynamic work culture. Together, we work towards a unified goal of helping millions of Americans achieve aspirations of homeownership through the complete mortgage journey.
A Typical Day
The Control Tower Administrator is responsible for enhancing operational efficiency and increasing productivity and overall performance of the Call Center via historical reporting, live queue monitoring and workforce management solutions.
As the Administrator , your primary responsibility will be to utilize the WFM system to maximize LOs performance, scheduling efficiency and productivity by continuously monitoring resource availability, agent states and to provide assistance in identifying performance opportunities.
The Control Tower Administrator will :
- Complete Daily monitoring of agent canvas to ensure call center adherence goals are met
- Provide call center support including troubleshooting and escalation of agent and / or system issues
- Canvas administrator responsibilities, including assigning of skill sets, group updates, password resets, etc.
- Partner with leaders to assist in creating customized reports and views of team performance and possible impact on performance when changes to staffing are made.
- Utilizes performance data to evaluate processes and / or procedures to increase efficiency and influence change
- Perform other related duties as required and assigned
- Demonstrate behaviors which are aligned with the organization’s desired culture and values
What You’ll Bring
- Associate’s degree or equivalent work experience
- 3+ years of relevant work experience
- Ability to work with data, spot trends, identify problems, draw conclusions and make recommendations
- Must be highly proficient in Excel and Word
- Financial Services and, if possible, mortgage industry experience preferred
Why You Should Join
As one of the top mortgage lenders in the country, Pennymac has helped over 4 million lifetime homeowners achieve and sustain their aspirations of home.
Our vision is to be the most trusted partner for home. Together, 4,000 Pennymac team members across the country are guided by our core values : to be Accountable, Reliable and Ethical in all that we do.
Pennymac is committed to conducting a business that makes positive contributions and promotes long-term sustainable growth and to fostering an equitable and inclusive environment, where all employees and customers feel valued, respected and supported.
Benefits That Bring It Home : Whether you're looking for flexible benefits for today, setting up short-term goals for tomorrow, or planning for long-term success and retirement, Pennymac's benefits have you covered.
Some key benefits include :
- Comprehensive Medical, Dental, and Vision
- Paid Time Off Programs including vacation, holidays, illness, and parental leave
- Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)
- Retirement benefits, life insurance, 401k match, and tuition reimbursement
- Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships
To learn more about our benefits visit :
Compensation : Individual salary may vary based on multiple factors including specific role, geographic location / market data, and skills and experience as defined below :
- Lower in range - Building skills and experience in the role
- Mid-range - Experience and skills align with proficiency in the role
- Higher in range - Experience and skills add value above typical requirements of the role
Some roles may be eligible for performance-based compensation and / or stock-based incentives awarded to employees based on company and individual performance.
Salary
$45,000 - $66,000
Work Model
OFFICE
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