Workforce Management Specialist

Workforce Management Specialist

Selene Holdings is a multiple-lines business financial services firm with a mortgage servicing company, a loan diligence company, a title company, an insurance brokerage, and a real estate owned company. We have office locations in Dallas, TX, Jacksonville, FL, and Salt Lake City, UT. Founded in 2007 to address needs in the mortgage industry, Selene strives to provide amazing client and borrower experiences. A positive attitude coupled with proven creative thinking and actions are all attributes we seek in every one of our employees. If you want to make a difference, then Selene is the place for you!

The Workforce Management (WFM) Specialist at Selene Finance is responsible for supporting the planning, scheduling, and real-time management of staffing resources across mortgage operations. This role ensures that 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.

Essential duties and responsibilities include the following. Other duties may be assigned.

Forecasting & Scheduling

• Assist in analyzing 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.

Real-Time Monitoring

• 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.

Reporting & Analysis

• Track and report on key performance indicators (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.

System & Process Support

• Maintain accuracy of data within the Workforce Management (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.

Cross-Functional Collaboration

• Work closely with operations, customer service, and underwriting teams to understand staffing needs.
• Communicate schedule changes, performance updates, and staffing plans to relevant stakeholders.

Qualifications:

• Bachelor's degree in Business, Operations, Statistics, or a related field preferred.
• 1–3 years of experience in workforce management or operations support, ideally in the mortgage or financial services industry.
• Familiarity with WFM platforms (e.g., NICE IEX, Verint, or similar) and Excel.
• Strong analytical and organizational skills.
• Effective communication and collaboration abilities.
• Ability to work in a fast-paced, dynamic environment with shifting priorities.