Mortgage Servicing Workforce Analytics Analyst

BOK Financial; Irving (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

BOK Financial is seeking an Mortgage Servicing Operations Analyst in Irving, TX to manage workforce forecasting, staffing plans, schedules, and performance reporting for the Mortgage Servicing contact center. You will deliver insights to optimize service levels, efficiency, and risk management.

Ideal candidates have a Bachelor's degree with 5–7 years of related experience (or 10–12 years overall), strong Excel and data visualization skills, and experience with contact center analytics and

Qualifications

• Bachelor's degree and 5–7 years of related experience, or 10–12 years of work-related experience.
• 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 timely 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.

Skills

Forecasting

Capacity planning

Scheduling

Intraday management

Schedule adherence

Analytical skills

Data visualization

Excel

SQL/SSRS

PowerPoint

Microsoft 365

Five9

Verint

Education

Bachelor's degree

Tools

SQL/SSRS

Excel

PowerPoint

Copilot or AI tools

Five9

Verint

Job description

BOK Financial is seeking an Mortgage Servicing Operations Analyst in Irving, TX to manage workforce forecasting, staffing plans, schedules, and performance reporting for the Mortgage Servicing contact center. You will deliver insights to optimize service levels, efficiency, and risk management.

Ideal candidates have a Bachelor's degree with 5–7 years of related experience (or 10–12 years overall), strong Excel and data visualization skills, and experience with contact center analytics and