Mortgage Servicing Operations Analyst
About The Position
The Mortgage Servicing Operations Analyst is responsible for workforce management and analytical research supporting the Mortgage Servicing contact center. The role develops and maintains forecasts, staffing plans, schedules, performance reporting, and actionable insights to optimize service levels, employee utilization, customer experience, operational efficiency, and risk management. The position works in a collaborative, partnership-focused culture dedicated to building strong relationships, exceeding expectations, creating streamlined solutions, mitigating risk, increasing scalability, and supporting effective communication and portfolio growth.
Requirements
- 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.
- Advanced knowledge of workforce management principles, including forecasting, capacity planning, scheduling, intraday management, and schedule adherence.
- Strong analytical and research skills, including trend analysis, root-cause analysis, data validation, and development of actionable recommendations.
- Advanced proficiency in Excel and data visualization, with the ability to present complex information clearly to business leaders and operational teams.
- Working knowledge of contact center performance measures, including service level, abandonment, average speed of answer, handle time, occupancy, shrinkage, and productivity.
- Proficiency with reporting and data tools, including SQL/SSRS or comparable query and business intelligence tools.
- Proficiency with Microsoft 365 applications, including Outlook, Excel, PowerPoint, and Copilot or other approved AI tools.
- Proficiency with Five9 or a comparable contact center telephony platform.
- Proficiency with Verint or a comparable workforce management platform.
Nice To Haves
- Mortgage Servicing experience.
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.
- Translate complex data into clear recommendations and action plans.
Benefits
- Training and development to support employees in building long-term careers.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
