Workforce Management Analyst II

Start something good. Empower your career. Become an employee owner at Cenlar.

Employee owners have made Cenlar the nation’s leading mortgage loan subservicer. Our unique culture is defined by our core values of respect, trust, integrity and care. Company ownership, a promote-from-within philosophy, and opportunities for continuous professional growth make Cenlar a great place to launch or boost your career. Consider this opportunity to join our team as a Workforce Management Analyst II.

The Workforce Management Analyst administers the Workforce Management (WFM) system for Cenlar’s call center. This position for maintaining daily operations and providing strategic workforce planning support within the contact center environment. This role analyzes and reports on call volumes, productivity, and service levels.

Responsibilities:

• Administers the Workforce Management system for the call center
• Develops staff schedules and corresponding staffing scenarios based on real time business factors, i.e. vacation, new client boarding, etc.
• Manages intraday staffing levels, including administration of schedule changes
• Increases staffing levels or modifies call routing to increase service levels
• Conducts analysis of real time and previous day volumes required to determine appropriate staffing levels on an hourly basis
• Generates new forecast when current day forecast has high deviation from actual
• Manages employee information changes by maintaining the agent database within the WFM system
• Conducts daily meetings with call center management to review month-to-date staffing trends and its potential impact to call center performance
• Provides daily recommendations to management on staffing adjustments required, to ensure management is making decisions on call center staffing based on volume trends
• Tracks, analyzes, and reports on call center/agent performance, utilizing reports from WFM system
• Analyzes and reports historical data and trends
• Develops and maintains processes and procedures
• Manages proactive approval and denial of discretionary activities such as training and meetings based on call center needs
• Other duties/assignments as directed

Qualifications:

• High school diploma or GED required; Bachelor’s Degree preferred
• 3 to 5 years of Workforce Management experience
• Special training and/or professional certificates may be substituted for experience
• Strong Microsoft Office skills, particularly Excel and PowerPoint
• Strong analytical and problem-solving skills
• Strong verbal and written communication skills
• Strong organizational/time management skills and multi-tasking abilities
• Detail oriented

Total Rewards:

As an employee-owner at Cenlar, you’ll receive an outstanding benefits package that includes paid medical, dental, and life insurance, 401(k), and tuition assistance as well as opportunities for training and professional advancement.

Cenlar is a drug-free workplace and an equal employment opportunity/affirmative action employer M/F/D/V/SO.