About the team

Zillow Group’s mission is to build the world’s most trusted and vibrant home related marketplace. One of our fastest growing business units, Zillow Home Loans, provides critical support in helping our customers unlock life’s next chapter by evaluating their financial readiness and helping them prepare and achieve their financial goals related to the home buying process.

The Sales Operations team is a critical layer that helps drive the strategy and process structure for our Loan Officer sales teams. We are responsible for developing and leading the framework that supports our sales business processes through operational management and strategic execution.

Specifically, the Contact Center Operations team is responsible for crafting a coordinated experience to connect our customers to the right Loan Officer to help them reach their financial goals as well as ensure a connected experience with other Zillow partners in their home buying journey with Zillow. We also lead and maintain the workforce management framework used to support our sales resources. We are a consumer focused team that strives to provide the best experience with our closest partners in Zillow Connections, ZHL Sales, L&D, Product Management, Contact Systems Support, and Marketing.

About the role

The Resource Planning / Real Time Analyst ensures service level attainment through effective scheduling and resource management and real time monitoring of adherence and service level performance. You will be the subject matter authority and administrator of our workforce management processes and tools. This includes maintaining accurate tracking and scheduling of our team members, supporting real-time service impacting events, providing analysis and recommendations on performance results to the leadership team, monitoring tools and application performance and assisting with critical technical incidents and communication of impact and status.

Key responsibilities:

• Provide insight into risks and opportunities for our operations’ performance due to staffing gaps or overruns. Communicate performance trends and areas of concern to management and help implement corrective action plans as needed.
• Collaborate with team managers to establish plans of action to meet daily/weekly goals. Achieve operational service level targets on monthly, daily, and interval level through active monitoring of real-time performance.
• Analyze and supervise daily and intraday contact forecasts and schedule alignment to actual volumes and make adjustments throughout the day as the need arises.
• Optimize staffing on a weekly basis to best meet contact volume patterns and improve efficiency of operations.
• Partner with sales managers and training to plan appropriate times for all off phone activities.
• Collaborate with each site to ensure schedules meet forecast requirements and coordinate shift assignments and shift bids for each site.
• Administration of our workforce management platform.
• Real-time monitoring of critical business operations and performance indicators at an interval level: i.e - queue time, schedule and service level adherence.
• Responsible for WFM real time functions including but not limited to allocation exceptions, break/lunch schedules, daily performance reports, etc.)
• Advance issues impacting performance to the accurate source for resolution while owning ongoing communication for contact centers and report any situational changes to the business.
• Maintain incident activity logs to include business impact, remediation plans, root cause analysis.

This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice which must be identified to the Company. Employees may live in any of the 50 US States, with limited exceptions. In certain cases, an employee in a remote-designated job may need to live in a specific region or time zone to support customers or clients as part of their role.In California, Colorado, Connecticut, Nevada, New York City and Washington the standard base pay range for this role is $63,900.00 - $102,100.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Nevada, New York City and Washington and may not be applicable to other locations.In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location.

Who you are

• At least 2 years scheduling, or real time analyst experience required.
• At least 2 years’ experience using a workforce management system (I.e. Aspect, IEX, Calabrio) is desired.
• Sophisticated Microsoft Excel skills.
• Validated understanding of CRM and telephony, routing, skilling systems and methodologies in a sales environment (I.e. Salesforce, Genesys, etc.)
• Outstanding analytical skills and capability to see trends and patterns in data.
• Outstanding decision-making ability and ability to work independently.
• Able to work in an ambiguous environment and address tough problems.
• Experience with requirements gathering, documentation, and process mapping.
• High degree of ownership and commitment to work quickly and accurately in a constantly evolving environment.
• Strong problem-solving skills with a technical proficiency.

Get to know us

Zillow is reimagining real estate to make home a reality for more and more people.

As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do helps people get home and no matter what job you're in, you will play a critical role in making home a reality for more and more people.

Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and world-class benefits. These benefits include comprehensive medical, dental, vision, life, and disability coverages as well as parental leave, family benefits, retirement contributions, and paid time off. We’re also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For, Glassdoor Employees’ Choice Award, Bloomberg Gender-Equality Index, Human Rights Campaign (HRC) Corporate Equity Index, and TIME 100 Most Influential Companies list.

Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact us at RecruitingAccessibility@zillowgroup.com.

Applicants who receive job offers from Zillow Group will be asked to sign a Proprietary Rights Agreement which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.