What are the responsibilities and job description for the Real-Time Workforce Management Analyst position at Rock Family of Companies?
The Rock Family of Companies is made up of nearly 100 separate businesses spanning fintech, sports, entertainment, real estate, startups and more. We’re united by our culture – a drive to find a better way that fuels our commitment to our clients, our community and our team members. We believe in and build inclusive workplaces, where every voice is heard and diverse perspectives are welcomed. Working for a company in the Family is about more than just a job – it’s about having the opportunity to become the best version of yourself.
The Real-Time Workforce Management Analyst monitors and responds to real-time call volume and staffing to ensure service standards are consistently met.
About the Role
Monitor real-time lead flow, inbound volume and forecasts, staffing levels, adherence and call queues
Respond to business performance metrics (volume / staffing) by working with business partners to match staff to demand and / or reallocate call volumes
Make agile judgement decisions based on data & trends
Create and deliver reporting on performance data
Execute operational strategies real-time to ensure business goals are met
Serve as a contact for staffing or servicing issues and resolution
Collaborate with other areas of the business to ensure strategic plans are being executed
Develop summaries that capture the activity and outcomes of the day
Monitor and respond to servicing ticket inquiries
About You
Minimum Qualifications
Ability to monitor and make real-time decisions
Ability to communicate, multitask and work in fast paced environment
Ability to work outside of normal working hours and on weekends
Preferred Qualifications
- Experience in a contact center environment
What You’ll Get
Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too! We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life. We are proud to offer eligible team members perks and health benefits that will help you have peace of mind. Simply put : We’ve got your back. Check out our full list of Benefits and Perks () .
About Us
Rocket Mortgage® was founded in 1985. Today, we’re a Detroit-based, publicly traded company with a mission to Help Everyone Home. At Rocket Mortgage, we believe that home is more than the house you live in. Our wide variety of home loan options, tools and resources empower our clients to achieve their homeownership dreams. We’re known as experts in the mortgage industry, but we’re also innovators – we strive to create the best experiences for our clients from beginning to end. And we’re not your typical employer. We’re insistently different in how we look at the world and are committed to an inclusive workplace where every voice is heard. Apply today to join a team that offers career growth, amazing benefits and the chance to work with leading industry professionals.
This job description is an outline of the primary responsibilities of this position and may be modified at the discretion of the Company at any time. Decisions related to employment are not based on race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity or expression, age, military or veteran status or any other characteristic protected by state or federal law. The Company provides reasonable accommodations to qualified individuals with disabilities in accordance with applicable state and federal laws. Applicants requiring reasonable accommodations in completing the application and / or participating in the application process should contact a member of the Human Resources team, The Pulse, at Careers@myrocketcareer.com .
The Company is an Equal Employment Opportunity employer, and does not discriminate in any hiring or employment practices. The Company provides reasonable accommodations to qualified individuals with disabilities in accordance with state and federal law. Applicants requiring reasonable accommodation in completing the application and / or participating in the employment application process should notify a representative of the Human Resources Team, The Pulse, at Careers@myrocketcareer.com.
