Workforce Management Analyst

Freedom Mortgage
Columbia, MD
Sep 18, 2019
Sep 21, 2019
Analyst, Management
Full Time
The WFM (Workforce Management) Analyst is responsible for working with our Sales leadership on day to day staffing activities, scheduling, and analysis of agent availability. The WFM analyst will provide guidance on agent availability and recommend any necessary changes in order to drive better service to our customers. The WFM analyst will monitor agent activity to ensure they're performing their job as planned. Essential Duties and Responsibilities: Prepares daily intraday reports on Call Statistics and Staff Attendance.Reconciles attendance daily with employee schedules against schedule and time in and time out reporting.Manages changes to scheduling to ensure adequate daily resource coverage.Communicate with management and Sales team to ensure compliance with company standards.Maintain running reports of KPIs and SLAs.Monitor and report on attendance and schedule adherence.Monitor call queues.Processes schedule changes.Process management requests for modification of scheduling events (meetings, trainings, etc ).Use reporting and analytic for continuous improvement including making recommendations to improve scheduling efficiency and call statistics.Provides analytical support for special projects.Collaborate with analytics and Sales team on identifying opportunities to further optimize our workforce.Performs any other related duties as required or assigned. Bachelor degree preferred. High School diploma or equivalent required.Experience with WFM (Workforce Management) software preferred.Demonstrated strong analytical skills with emphasis on forecasting.Ability and willingness to learn new software applications.Skills in complex problem solving, judgment, critical thinking, and decision making.Ability to be highly organized with an emphasis on accuracy and timeliness.Ability to organize information and have attention to detail and accurately follow procedures.Ability to work alone with minimum supervision and with others in a team environment occasionally under time pressure and on several tasks at the same time. Ability to effectively communicate orally and in writing with coworkers, management team, other departments, vendors, and outside agencies including being sensitive to professional ethics.Ability to sit the entire work day viewing a computer monitor.Ability to work a shift that includes weekends and shifts that may include evenings.Education and/or Experience:Bachelor's degree (BA) from four-year College or University or,1-3 years of related experience and/or training; or equivalent combination of education and experienceEligible to work without visa sponsorship#CB Freedom Mortgage is a privately held, full-service residential mortgage lender licensed in all 50 states, Washington DC, Puerto Rico and the Virgin Islands. We are one of the largest and fastest-growing privately held mortgage companies in the country, as well as a top 5 residential lender in the USA. Freedom Mortgage currently services more than 225 billion dollars in loans. And we are continuing to grow! Freedom Mortgage is proud to be recognized by Inc. Magazine's, Inc. 5000 rankings for the fastest growing private firms in the nation for six consecutive years (2013-2018). Freedom Mortgage has over 4000 employees and offices nationwide. Locations include suburban Philadelphia (we have multiple sites in Southern New Jersey) and Fishers, IN, two regions where we were named Top Workplaces (The Indianapolis Star named Freedom Mortgage at Top Workplace four years in a row). We also have large operating centers in Melville, NY; Jacksonville, FL; San Dimas, CA; and Tempe, AZ; and Columbia, MD Freedom Mortgage team members enjoy our total rewards program, including excellent benefits, perks, business casual dress, rewards programs, training, development and career opportunities. Community spirit is one of our shared values and Team Freedom Cares is our philanthropic arm helping us get involved in the communities in which we operate. Learn more about us and apply! Freedom Mortgage Corporation is an Equal Opportunity Employer committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, gender, sexual orientation, national origin, or their status as a protected veteran or an individual with disabilities. Local applicants encouraged to apply. Employment contingent upon successful completion of background investigation. Smoke-free workplace. Drug-free work environment. Excellent benefits package including medical, dental, vision and 401(k). All resumes are held in confidence. Only candidates whose profiles closely match requirements will be contacted during this search. LENDER NMLS ID:2767 Equal Opportunity Employer- Minorities/Females/Disabled/Veterans