Workforce Management Specialist

United Wholesale Mortgage•Pontiac, MI

2d•Onsite

About The Position

The Workforce Management & Call Routing Specialist is responsible for overseeing workforce management operations, call flow strategy, and telephony optimization within the mortgage servicing contact center environment. This role manages forecasting, staffing, scheduling, real-time queue management, and administration of the Callabrio workforce management platform to ensure efficient call handling and service level performance across servicing operations. The position serves as a key operational partner to servicing leadership and is responsible for aligning call routing strategies, staffing models, and workforce planning with customer demand, regulatory requirements, and business objectives.

Requirements

2+ years of workforce management experience in a contact center or operations environment, preferably in the mortgage servicing or financial services industry.
Proficiency in WFM software (e.g., NICE IEX, Verint, Genesys WFM, or similar).
Strong Excel skills (pivot tables, VLOOKUPs, charts); familiarity with BI tools (e.g., Tableau, Power BI) is a plus.
Strong analytical and problem-solving skills.
Excellent verbal and written communication abilities.
Ability to multitask, prioritize workload, and work in a fast-paced, high-regulation environment.
Detail-oriented with a proactive approach to identifying risks and recommending solutions.

Nice To Haves

Familiarity with mortgage servicing systems (Black Knight MSP, LoanServ, or similar) preferred.
Associate’s or Bachelor’s degree in Business, Finance, or a related field (or equivalent work experience) is highly preferred.

Responsibilities

Manage workforce management operations for the mortgage servicing call center, including forecasting, scheduling, staffing allocation, and real-time intraday management.
Oversee call routing configurations and queue management to ensure calls are directed appropriately based on business needs, skill sets, investor requirements, language needs, and servicing functions.
Administer and optimize the Callabrio platform, including scheduling, adherence monitoring, forecasting, reporting, and workforce analytics.
Monitor daily contact center performance metrics including service levels, abandonment rates, average speed of answer, occupancy, adherence, handle times, and call trends.
Develop staffing models and forecasting assumptions based on portfolio growth, call volume trends, regulatory changes, escrow cycles, collections activity, and servicing initiatives.
Partner with operations leaders to support staffing plans across customer service, and servicing operations teams.
Lead intraday operational adjustments including overtime planning, schedule modifications, queue balancing, and contingency planning during volume spikes or outages.
Analyze call patterns and servicing events to proactively identify operational risks and staffing impacts.
Produce workforce management and call center performance reporting for senior leadership with actionable recommendations and trend analysis.
Ensure workforce management processes support compliance requirements, customer experience expectations, and operational efficiency goals.
Collaborate with IT, telephony vendors, and operations leadership on call flow enhancements, IVR improvements, and system optimization initiatives.
Train and support leadership teams on workforce management processes, adherence expectations, and Callabrio reporting capabilities.

Benefits

Paid Time Off (PTO) after just 30 days
Additional parental and maternity leave benefits after 12 months
Adoption reimbursement program
Paid volunteer hours
Paid training and career development
Medical, dental, vision and life insurance
401k with employer match
Mortgage discount and area business discounts
Free membership to our large, state-of-the-art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball court
Wellness area, including an in-house primary-care physician’s office, full-time massage therapist and hair salon
Gourmet cafeteria featuring homemade breakfast and lunch
Convenience store featuring healthy grab-and-go snacks
In-house Starbucks and Dunkin
Indoor/outdoor café with Wi-Fi