WFM Specialist: Mortgage Ops Scheduling & Analytics

Selene Finance LP; Dallas (TX); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

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 support planning, scheduling, and real-time staffing across mortgage operations. You will help ensure SLAs are met by analyzing data, maintaining schedules, and monitoring performance.

The role requires detail orientation, strong analytical skills, and experience in high-volume service environments. You will collaborate with operations, customer service, and underwriting teams to optimize coverage and reporting.

Qualifications

• Bachelor’s degree in Business, Operations, Statistics, or a related field.
• 1–3 years of experience in workforce management or operations support, ideally in the mortgage or financial services industry.
• Familiarity with WFM platforms (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

• Forecast and schedule staffing across departments based on historical data and trends.
• Create and maintain agent schedules; adjust for real-time needs and absenteeism.
• Monitor queues, adherence, and service levels to optimize staffing.
• Track KPIs and generate reports to support decisions.
• Collaborate with IT and ops to resolve system issues and improve reporting.

Skills

WFM platforms familiarity

Analytical skills

Communication skills

Organizational skills

Adaptability

Education

Bachelor’s degree in Business/Operations/Statistics

Tools

Excel

NICE IEX

Verint

Job description

Selene Finance LP is seeking a Workforce Management Specialist to support planning, scheduling, and real-time staffing across mortgage operations. You will help ensure SLAs are met by analyzing data, maintaining schedules, and monitoring performance.

The role requires detail orientation, strong analytical skills, and experience in high-volume service environments. You will collaborate with operations, customer service, and underwriting teams to optimize coverage and reporting.