Junior Workforce Management Specialist

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.

• 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.

• Strong Excel skills (pivot tables VLOOKUPs charts); familiarity with BI tools (e.g. Tableau Power BI)
• Proficiency in WFM software is a plus (e.g. NICE IEX Verint Genesys WFM or similar)
• Familiarity with mortgage servicing systems (Black Knight MSP LoanServ or similar) preferred.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication abilities.
• 2 years of workforce management experience in a contact center or operations environment preferably in the mortgage servicing or financial services industry.
• 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.
• Associates or Bachelors degree in Business Finance or a related field (or equivalent work experience) is highly preferred.

Ready to join thousands of talented team members who are making the dream of home ownership possible for more Americans Its all happening on UWMs campus where our award-winning workplace packs plenty of perks and amenities that keep the atmosphere buzzing with energy and excitement.

Its no wonder that out of our six pillars People Are Our Greatest Asset is number one. Its at the very heart of how we treat each other our clients and our community. Whether its providing elite client service or continuously striving to improve our pillars provide a pathway to a more successful personal and professional life.

From the team member that holds a door open to the one that helps guide your career youll feel the encouragement and support on day one. No matter your race creed gender age sexual orientation and ethnicity youll be welcomed here. Accepted here. And empowered to Be You Here.

More reasons youll love working here include:

• 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 physicians 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