Workforce Management Specialist

Selene Finance LP•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 (SLAs) are met by analyzing data, maintaining schedules, and monitoring performance metrics. The ideal candidate is detail-oriented, analytical, and experienced in workforce coordination within a high-volume, service-driven environment. The specialist assists with forecasting and scheduling, monitors real-time queues and agent adherence, and prepares reports and analysis on key performance indicators. The role also maintains WFM system data, supports WFM tools and process improvements, and collaborates with operations, customer service, underwriting, and IT teams to meet staffing needs and resolve system issues. Selene Holdings is a multiple-lines business financial services firm with mortgage servicing, loan diligence, title, insurance brokerage, and real estate owned businesses. The company was founded in 2007 and has offices in Dallas, Texas; Jacksonville, Florida; and Salt Lake City, Utah.

Requirements

1–3 years of experience in workforce management or operations support.
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.
Familiarity with WFM platforms such as NICE IEX, Verint, or similar, and Excel.

Responsibilities

Analyze historical data and trends to support short- and long-term staffing forecasts.
Create and maintain agent schedules across departments such as loan processing, underwriting, and customer service.
Adjust schedules based on 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 adjustments to optimize staffing and minimize wait times.
Escalate operational issues or performance gaps to leadership as needed.
Track and report on KPIs such as call volume, handle time, and schedule adherence.
Generate daily and weekly reports to support operational decision-making.
Identify trends and provide recommendations to improve workforce efficiency.
Maintain accurate data within the WFM system.
Support the implementation and optimization of WFM tools and processes.
Collaborate with IT and operations teams to resolve system issues and enhance 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.
Perform other job-related duties as requested by an authorized person.