Workforce Management Analyst
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Job Location:
Phoenix, NM - USA
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
About the Company
Valon is transforming both mortgage servicing and consumer direct lending with a technology-first approach. Backed by Andreessen Horowitz (a16z) and managing over $130 billion in loans weve built our platforms from the ground upnot on outdated legacy systemsso homeowners lenders and investors experience greater transparency efficiency and care. By unifying processes into a modern AI-native operating system were leading the way in automation compliance and continuous improvement across our servicing and lending businesses.
Our mission is to empower every homeowner by making the mortgage experience simple secure and financially empowering. To achieve this we bring together world-class engineers servicing experts lending professionals and operations leaders who share a passion for improving the homeowner journey. Were not only reshaping what servicing and lending look like todaywere creating opportunities for talented people to help drive the future of the industry.
As we continue to grow Valon is expanding its footprint across multiple states opening the door to exciting new roles and career paths. Joining Valon means becoming part of a fast-scaling company where innovation collaboration and customer impact go hand in hand. Mortgage is just the beginningwere building the future of regulated finance and we want you to be part of it.
Business Systems Management at Valon
The Business Systems Management team effectively manages and optimizes the business systems and processes required to keep Valon running smoothly. This enables seamless operation efficient decision-making and scalable growth. We strive to leverage technology data and innovation to drive continuous improvement ensure reliability and maximize value for Valon.
About the Role
The Workforce Management Analyst will play a strategic role at Valons contact center in driving workforce planning. This position is critical to ensuring we meet staffing needs across multiple channels (phone chat email) through accurate forecasting headcount planning and effective scheduling with continuous optimization of staffing strategies. Youll partner with leadership across departments to provide data-backed insights shape planning processes and support scalable operations that align with our business goals.
Responsibilities
Forecasting Planning & Scheduling
Own responsibility for the workforce management including forecasting capacity planning scheduling real-time monitoring schedule adherence and reporting for our contact center.
Provide analytics for historical volume trends across all contract center channels to provide key short and long-term forecasting goals that support staffing and needs and planning.
Lead translating forecasting data into actionable staffing models that align with servicing level agreements (SLAs) and budget.
Regularly evaluate design and implement staffing models that drive higher efficiency and better agent utilization across all contact center departments.
Define best times for required training and training schedules.
Manage and oversee the contact center staffing members PTO process (approval/denials) based on staffing needs ensuring the balance of business coverage and team availability.
Own and provide data-driven insight to identify needs for voluntary time off (VTO) or overtime (OT) based on daily volumes and activity.
Collaborate with business units to continuously improve real-time strategies and intraday responsiveness using insights from forecasting and scheduling to guide decisions.
Cross-Functional Collaboration & Reporting
Other duties as assigned
Ideal Background
High proficiency in analyzing operational data modeling scenarios and presenting insights to leadership as needed.
Excellent organizational and documentation skills with the ability to manage competing priorities in a fast-paced environment.
Great written and oral communication skills with the ability to deliver complex workforce data clearly.
Advanced proficiency in Excel using pivot tables including formulas skilled in providing reporting requirements
Minimum Qualifications
Minimum 2 years of workforce management or workforce planning experience in a contact center environment.
Prior experience with workforce management platform (e.g. NICE Alvaria Avaya) NICE is preferred
Minimum education requirement: High school diploma or GED equivalent required
Benefits
Compensation: competitive salary and 401 (k) plan
Health & well-being: well invest in your physical and mental well-being with comprehensive medical dental & vision benefits
Food & meals: in-office snacks and drinks and Bagel Fridays
Commuter benefits: We offer pre-tax deductions for public transportation rideshare services and parking expenses to make your commute more affordable and convenient.
Grow together: Company-wide orientation for you to successfully onboard and other learning & development opportunities including regular review cycles that feature 360-degree feedback
Generous time off: 17 days paid time off sick days and 11 company holidays
Baby bonding time!: 12 weeks off for both birthing and non-birthing parents - fully paid so you can focus your energy on your newest addition
Throughout the interview process please remember that emails will only be from email addresses. We will never ask for any personally identifiable information during the interview process itself. Please reach out to if you have any requests to verify the authenticity of an outreach.
Valon is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race color sex religion sexual orientation national origin disability genetic information pregnancy or any other protected characteristic as outlined by federal state or local laws. Valon makes hiring decisions based solely on qualifications merit and business needs at the time.
Required Experience:
IC
Key Skills
- Active Directory
- Customer Service
- End user
- Access Points
- Deskside Support
- Windows
- SCCM
- Troubleshoot
- User Accounts
- Desktop
- PC
- Backup
- Setup
- hardware
- Technical Support
