Strategic Workforce Manager - Mortgage Operations

Selene Finance LP; United States; On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Paid Time Off (PTO)

Medical, Dental & Vision

Employee Assistance Program

Flexible Spending Account

Health Savings Account

Paid Holidays

Company paid Life Insurance

Matching 401(k) Plan

Job summary

Selene Finance LP is seeking a Workforce Management Specialist to plan, schedule, and manage staffing for mortgage operations across multiple locations in the United States. The role focuses on meeting SLAs through data analysis, accurate scheduling, and performance monitoring in a high-volume, service-driven environment.

The ideal candidate will be detail-oriented with 1-3 years of WFM experience, familiarity with NICE IEX or Verint, and strong Excel and analytical skills.

Qualifications

• Bachelor's degree in Business, Operations, Statistics, or a related field.
• 1-3 years of experience in workforce management or operations support.
• Familiarity with WFM platforms (e.g., NICE IEX, Verint) and Excel.
• Strong analytical and organizational skills.
• Effective communication and collaboration abilities.
• Ability to work in a fast-paced, dynamic environment with shifting priorities.

Responsibilities

• Analyze historical data and trends to support staffing forecasts.
• Create and maintain agent schedules across departments such as loan processing, underwriting, and customer service.
• Adjust schedules based on real-time needs, absenteeism, and volume fluctuations.
• Coordinate with department leads to ensure adequate coverage and resource allocation.
• Monitor real-time queues, agent adherence, and service levels.
• Make intraday adjustments to optimize staffing and minimize wait times.
• Track and report on KPIs such as call volume, handle time, and schedule adherence.
• Generate daily and weekly reports to support operational decision-making.
• Identify trends and provide recommendations to improve workforce efficiency.
• Maintain accuracy of data within the WFM system.
• Support the implementation and optimization of WFM tools and processes.
• Collaborate with IT and operations teams to resolve system issues and enhance reporting capabilities.
• Work closely with operations, customer service, and underwriting teams to understand staffing needs.
• Communicate schedule changes, performance updates, and staffing plans to relevant stakeholders.

Skills

Workforce management

Forecasting

Scheduling

Data analysis

Excel

Communication

Education

Bachelor's degree in Business, Operations, Statistics, or a related field

Tools

NICE IEX

Verint

Job description

Selene Finance LP is seeking a Workforce Management Specialist to plan, schedule, and manage staffing for mortgage operations across multiple locations in the United States. The role focuses on meeting SLAs through data analysis, accurate scheduling, and performance monitoring in a high-volume, service-driven environment.

The ideal candidate will be detail-oriented with 1-3 years of WFM experience, familiarity with NICE IEX or Verint, and strong Excel and analytical skills.