Workforce Management Analyst

Did you know that Countrywide Financial is now ranked America's #1 home loan lender.* We're also ranked 122nd among America's largest companies in the Fortune 500**. Consider joining our best-.in-class team that made this possible.



*As ranked for 2005 by Inside Mortgage Finance (Jan. 27, 2006) © 2006


**Fortune, April 2006




Did you know that Countrywide Financial is now ranked America's #1 home loan lender.* We're also ranked 122nd among America's largest companies in the Fortune 500**. Consider joining our best-.in-class team that made this possible.

*As ranked for 2005 by Inside Mortgage Finance (Jan. 27, 2006) © 2006 **Fortune, April 2006

Countrywide Home Loans, Inc. is a national leader in residential finance. As we continue to move ahead, enhancing our reputation as the leading independent residential mortgage lender, we are in need of top-flight talent with imagination, drive and the commitment to join us at our Chandler, AZ location. If you possess these qualities, along with a desire to be part of a stable and growing corporation, then find out what's happening at Countrywide today, and our plans for the future.

Telecom Programmer Analyst I


The department is responsible for planning, designing, implementing, refining and supporting all business logic, configuration and administration of telephony applications that support Countrywide’s Consumer Markets Division (CMD) centralized call centers. The group provides scheduled and proactive support for all telecommunication requirements. State-of-the-Art technology is provided to meet Countrywide's strategic goals and visionary direction.


This position acts independently to define, support, and maintain system level software/hardware requirements for Call Center systems to include: Audio Response Units, Voice mail systems, auto-attendant systems, ACDs, CTI applications, 800 line call tracking systems, video conferencing, predictive dialers, call accounting systems and additional call center applications.

Primary responsibilities include:

Create, test and implement a customized telephony solution for a single site application. Monitor, analyze and provide recommendations. Ensure systems are operating effectively. Maintain system service levels.
Applies metrics to monitor performance and measure key project criteria. Prepares system documentation.
Interface with CMD business unit, operations, and technology management and other Enterprise Technology/MIS departments on telephony systems, processes and needs for software/hardware requirements.
Establish and maintain centralized records on system configurations, databases and current working environments. Records must be updated and maintained after any change activity is completed.
Manages all project activity to include internal technical staffs and vendors, ensuring all target dates are met. Ensures all system changes have been conducted, are implemented accurately and that they meet established MIS and/or equipment manufacturer standards.
Assists in the development of departmental standards and procedures and uses criteria to maintain the integrity of all system designs.
Provides status reports to leadership and perform any other tasks requested to support the department.
Remain current on emerging tools, techniques, and technologies.
Performs other work-related duties as assigned.

A successful candidate will have:

High School diploma or equivalent and 4-year college degree (Bachelor or equivalent).
3 to 5 years experience in system maintenance of software databases in a telecommunications environment.
Strong knowledge of project management software.
Thorough understanding of the telecommunication industry and technology in the business environment.
Advanced computer skills and ability to type at least 35 words per minute or better.
Advanced customer interface skills.
Ability to effectively communicate with others who have various levels of skills so that they can understand the information.
Strong analytic, interpersonal, verbal and written communication skills.
Be a team player.
Be self-motivated, detail oriented and have good organizational skills.
Previous experience in a corporate telecommunications environment very helpful.
Knowledge of Meridian PBX systems very helpful.
Knowledge of ACDs, CTI applications, Predictive Dialers, 800 Services, call routing flows, Call Center services, and Voice Mail systems.
Telephony certification such as Certified Support Specialist (CSS) preferred.

Administer the scheduling and staffing processes in the call center. Involves using Workforce management software, communicating with marketing, sales forecasting, and center management team. Direct and oversee the day to day activities for effective and seamless management for an Inbound telemarketing and outbound call center. Manage SLA's for assigned campaigns, projects. Monitor and analyze staffing, call projections based on headcount projections.