Mortgage Servicing Analytics & Workforce Forecasting Lead

BOK Financial Corporation; Irving (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

BOK Financial Corporation is seeking a Mortgage Servicing Operations Analyst to support its Irving, TX contact center. You will forecast demand, plan staffing, monitor performance, and build dashboards to improve service levels and efficiency. The role emphasizes data-driven decisions and risk management within mortgage servicing.

Ideal candidates have a strong background in workforce analytics, Excel/data visualization, and experience with contact center tools and BI platforms.

Qualifications

• Bachelor's degree and 5–7 years of related experience, or 10–12 years of work experience in a similar role.
• Experience in contact center analytics or workforce management is required.
• Mortgage Servicing experience is preferred.

Responsibilities

• Develop demand forecasts using trends, seasonality, and business needs.
• Create workforce plans and schedules aligned with staffing demand.
• Monitor daily performance and recommend staffing adjustments.
• Build and automate dashboards for workforce and business performance.
• Analyze contact trends to identify causes, opportunities, and risks.
• Turn complex data into clear recommendations and action plans.

Education

Bachelor's degree

Tools

SQL/SSRS

Five9

Verint

Microsoft 365

Job description

BOK Financial Corporation is seeking a Mortgage Servicing Operations Analyst to support its Irving, TX contact center. You will forecast demand, plan staffing, monitor performance, and build dashboards to improve service levels and efficiency. The role emphasizes data-driven decisions and risk management within mortgage servicing.

Ideal candidates have a strong background in workforce analytics, Excel/data visualization, and experience with contact center tools and BI platforms.