Workforce Management Specialist

Selene Diligence•Dallas, TX

About The Position

The Workforce Management (WFM) Specialist at Selene Finance supports the planning, scheduling, and real-time management of staffing resources across mortgage operations. The role helps ensure service level agreements are met by analyzing data, maintaining schedules, and monitoring performance metrics. The ideal candidate is detail-oriented, analytical, and experienced in workforce coordination in a high-volume, service-driven environment. The position supports forecasting and scheduling, real-time monitoring, reporting and analysis, WFM system and process support, and cross-functional collaboration. The listed duties are representative rather than exhaustive, and other job-related duties may be assigned.

Requirements

1–3 years of experience in workforce management or operations support.
Familiarity with WFM platforms such as NICE IEX, Verint, or similar, and with Excel.
Strong analytical and organizational skills.
Effective communication and collaboration abilities.
Ability to work in a fast-paced, dynamic environment with shifting priorities.

Nice To Haves

Bachelor’s degree in Business, Operations, Statistics, or a related field.
Experience in the mortgage or financial services industry.

Responsibilities

Analyze historical data and trends to support short- and long-term staffing forecasts.
Create and maintain agent schedules across loan processing, underwriting, customer service, and other departments.
Adjust schedules to address 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 staffing adjustments to optimize coverage and minimize wait times.
Escalate operational issues or performance gaps to leadership as needed.
Track and report KPIs, including call volume, handle time, and schedule adherence.
Generate daily and weekly reports to support operational decision-making.
Identify trends and recommend improvements to workforce efficiency.
Maintain accurate data in the WFM system.
Support implementation and optimization of WFM tools and processes.
Collaborate with IT and operations teams to resolve system issues and improve reporting capabilities.
Work with operations, customer service, and underwriting teams to understand staffing needs.
Communicate schedule changes, performance updates, and staffing plans to relevant stakeholders.