Workforce Management Specialist
UWM•Pontiac, MI
•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.
- Familiarity with mortgage servicing systems (Black Knight MSP, LoanServ, or similar) preferred.
- 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 BI tools (e.g., Tableau, Power BI)
- Familiarity with mortgage servicing systems (Black Knight MSP, LoanServ, or similar)
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
