Spring EQ is a national home equity lender providing flexible and tailored financing solutions directly to consumers with a national network of experienced brokers and partners. Since its founding in 2016, Spring EQ is among the fastest growing and highest-rated home equity financing partners in the United States. Spring EQ offers a broad range of home equity products and delivers a simple and streamlined process that results in faster funding, trustworthy loans, and less frustration for consumers today. To learn more about Spring EQ, visit www.springeq.com.

At Spring EQ, it is our mission to empower homeowners and buyers to achieve and maximize the value of homeownership in a simple, fast, and ethical manner.  Our values are to

• Be kind and treat all people – teammates, customers, and vendors – with respect and consideration  
• Be adaptable and embrace change
• Be accountable and take responsibility and deliver the effort to fully complete the task
• Be better and strive for continuous improvement in ourselves, our team, and the company for our customers
• Be part of the solution and solve problems, find the answers, and collaborate
• Work hard, have fun, and get things done

Spring EQ is seeking a Workforce Management Specialist to play a critical role in the customer and team member experience. Responsibilities include management and execution of system requests through process to resolution, monitoring the health of our telecommunications system, troubleshooting, communicating with leadership and internal customers on operational on needs, trends and escalations. This role requires a passionate, ambitious individual that works with urgency and integrity with strong communication, relationship building and analytical skills. Previous experience in the lending space supporting telecommunications and/or marketing campaigns using a ACD system in tandem with a CRM such as Salesforce, HubSpot, etc. is a plus.  A successful candidate will live the customer-centric mission of Spring EQ.

• Manages ACD/Dialer system and set up for dialer/CRM systems for all employees
  • Set Up and Deactivation of Users
  • License Management for System
  • Troubleshooting Telecommunication Issues
  • Vendor Escalation
  • Will support company with new platform deployments
• Experience building/managing call flows using existing technology tools- may include using custom IVR scripting and visualization tools. The ability to draw/map out call flows using diagram software including Visio and Miro
• Additionally support the overall company WFM/Workforce Management initiatives including the departments’ RTA (Real Time Adherence) and Scheduling efforts
• Communicates cross functionally throughout the organization providing timely feedback to leaders on contact center health and performance
• Supports resolution of technical issues for our internal teams
• Engages in our escalation process acting as a liaison between the business and technology team (IT)
• Work with teammates in all departments to solve problems both effectively and efficiently
• Communication, both verbal and written, across all levels of the organization. All communications must be handled in a timely fashion with a sense of emergency, and with the right amount of detail or data to the right individuals
• Troubleshooting system issues (gathering documentation, clearly identifying issues, and effectively communicating to Director or management)
• Highly organized
• Effective communicator with ability to translate between technical and non-technical roles
• Experience with ACD/Dialer Platforms including Dialpad, Five 9, Genesys, Avaya, Ricochet 360
• Experience with integrated CRM platforms such as Hubspot, Salesforce and working with integrated ACD/outbound dialers
• Experience with WFM Platforms a plus including Aspect/Alvaria, IEX, Verint, Calabrio, Playvox WFM
• Monday-Friday Availability thru 730p eastern with some Saturday support should be anticipated

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

• Strong attention to detail is necessary.
• Working knowledge of Microsoft Word, PowerPoint, Excel, and Outlook required.
• Demonstrated ability to adapt to new technologies and learn quickly
• Ability to quickly build credibility and trust with internal customers.
• Dynamic and creative, and willing to take on any challenge and make a big impact
• Strong analytical skills with a focus on intraday activities and results
• Excellent written and verbal communication skills
• Champion of change; responds to change in a positive way, anticipating change and planning accordingly
• Demonstrates an ability to multitask
• Able to use technology effectively 
• Collaborates effectively by influencing without direct authority to build strong relationships
• Acts resourcefully to solve problems

The Basics:

• Education requirement/preference - Bachelor’s Degree or 3+ years of equivalent, relevant, industry experience in contact center operations, telecommunications experience, and supporting matrixed teams 
• Experience requirement/preference - 4+ years of professional work experience preferred
• Experience with ticketing platforms including JIRA, Zendesk
• Proficient Excel Skills
• Self-starter with ability to solve open ended business challenges 
• Excellent communication and interpersonal skills
• Ability to thrive in a fast-past, team-oriented environment
• A strong desire to build, create, and innovate processes 
• Passionate team member; collaborative; cultivates an energizing environment
• Contributes to a culture of innovation and continuous improvement
• Demonstrates personal excellence, integrity, and accountability
• Time is money – at Spring EQ we recognize the importance of working with a sense of urgency, we need people who can fit into a fast-paced environment
• Spring EQ values integrity – we are looking for candidates who recognize the importance of respect, honesty and fairness, and demonstrate these things in their everyday lives
• We worked hard to stay updated with the industry technology, therefore we need our employees to be able to learn new computer systems quickly

Benefits

• 401k Company Match
• Commuter Benefits
• Company Holidays
• Dental Insurance
• Dependent Care Plan
• Disability Insurance
• Employee Assistance Program
• Life Insurance
• Medical Insurance
• Paid Time Off Plan
• Vision Insurance
• Credit Union Membership

Spring EQ is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.