Workforce Management Analyst

Who we are:

Shellpoint Mortgage Servicing (SMS) is Americas 5th-largest third-party mortgage servicing company. What is mortgage servicing? Our clients are businesses that own mortgage loans (such as banks and real estate investment firms); on their behalf, we manage (or "service") their loan portfolios: We collect homeowners mortgage payments, pay homeowners tax and insurance bills, and help homeowners in default to get current.

Position Overview:

This employee will manage attendance, create and optimize schedules, code agent exceptions, setup new hire profiles, and oversee PTO requests across multiple call centers.

Responsibilities:

• Track attendance based on workforce management call in line and RTA observation for multiple teams/departments/sites.
• Monitor real time performance of KPI'S for all workgroups and sites to ensure goals are achieved.
• Drive real time adherence to achieve maximum efficiencies.
• Create and maintain schedules for all staff including trainings, meetings, breaks, lunches, and town hall events.
• Setup new hire profiles in workforce management platform and linking CMS to reflect real time activity.
• Actively optimizing staff schedules based on forecast, attendance, and planned events.
• Routinely reviewing all current PTO requests.
• Ability to analyze complex issues in real time and communicate changes to Senior Leadership.
• Performs related duties as assigned by supervisor.

Qualifications/Skills:

• Excellent reasoning and research skills; the ability to see the "big picture" and manage the details.
• The ability to follow instructions but work with minimal direct supervision.
• Proficiency with Microsoft Windows-based computers and Microsoft Office software (Word, Excel, Outlook, etc.).
• Excellent keyboard skills.
• A solid work ethic, high integrity, a positive attitude, and strong attention to detail.
• The ability to maintain professional conduct with people of any mood or personality type.
• Ability to manage projects based on strict timelines (excellent time management).

Education and Experience Requirements:

• 3+ years of experience in a contact center environment.
• 1+ years of experience in WFM Analyst Role.
• Experience with Verint or other WFM platforms.
• Demonstrated knowledge and understanding of call center KPI metrics.

Knowledge, Skill and Ability Requirements:

• Excellent reasoning and research skills; the ability to see the "big picture" and manage the details.
• The ability to follow instructions but work with minimal direct supervision.
• Proficiency with Microsoft Windows-based computers and Microsoft Office software (Word, Excel, Outlook, etc.).
• SQL knowledge preferred.
• Excellent keyboard skills.
• A solid work ethic, high integrity, a positive attitude, and strong attention to detail.
• The ability to maintain professional conduct with people of any mood or personality type.
• Ability to manage projects based on strict timelines (excellent time management).