Workforce Management Analyst I - Tempe, United States - Cenlar FSB

Cenlar FSB

Verified Company

Tempe, United States

1 week ago

Posted by:

Mark Lane

beBee recruiter

Description

Workforce Management Analyst I:

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 I.

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
Manages intraday staffing levels, including administration of schedule changes
Monitors and addresses agent availability real time for schedule compliance
Increases staffing levels or modifies call routing to increase service levels
Produces daily dashboard
Generates daily stats reports
Reports on daily call forecasts for expected volume
Manages employee information changes by maintaining the agent database within the WFM system
Conducts daily meetings with call center management to review monthtodate staffing trends and its potential impact to call center performance
Responsible for the 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
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
1 to 3 years of Workforce Management system experience preferred
Special training and/or professional certificates may be substituted for experience
Strong Microsoft Office skills, particularly Excel and PowerPoint
Strong verbal and written communication skills
Strong organizational/time management skills and multitasking 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.