Workforce Management Specialist

Selene Holdings is a business financial services firm with mortgage servicing, loan diligence, title, insurance brokerage, and real‑estate‑owned company operations. Office locations include Dallas, TX, Jacksonville, FL, and Salt Lake City, UT. Role Overview The Workforce Management Specialist monitors and manages real‑time workforce activity within the Contact Center to ensure employees adhere to scheduled work assignments and operational expectations. The role supports service levels, workforce productivity, and operational efficiency by monitoring adherence systems, identifying variances, and communicating issues to employees, supervisors, and leadership. Essential Duties and Responsibilities Real‑Time Adherence Monitoring – Monitor adherence dashboards, workforce management systems, and operational queues throughout the day; ensure employees follow scheduled activities; identify schedule variances, adherence exceptions, attendance concerns, and productivity issues; track agent activity across telephony, workforce, and operational systems; monitor key staffing metrics to maintain coverage and service level objectives; and escape concerns per procedures. Communication & Operational Support – Communicate adherence exceptions, schedule variances, and staffing concerns to employees, supervisors, and leadership; collaborate with operational leaders to address real‑time staffing challenges; provide timely updates on staffing shortages, trends, and risks; support leadership in managing daily coverage and staffing effectiveness; and serve as contact for workforce questions during shifts. Workforce Management Support – Assist leadership in monitoring staffing effectiveness and operational performance; support intraday workforce activities; maintain accurate staffing records, schedule adjustments, and adherence documentation; assist with reporting and trend analysis; participate in initiatives and operational improvement efforts. Reporting & Documentation – Document adherence exceptions, staffing issues, and operational concerns; generate and distribute adherence reports; maintain accurate records of employee adherence performance and escalation activity; identify recurring trends and provide feedback to leadership. Continuous Improvement & Career Development – Develop knowledge of workforce management principles, scheduling methodologies, forecasting concepts, and contact center operations; cross‑train in broader functions; support future workforce planning, reporting, forecasting, and capacity management activities; participate in process improvement initiatives; seek opportunities to expand technical knowledge. Qualifications Required Experience – 1–3 years in a Contact Center, Workforce Management, Customer Service, Operations Support, Scheduling, or related environment; work in a metric‑driven environment; monitor performance, productivity, or operational activities; strong customer service and communication skills; experience with multiple software platforms simultaneously. Preferred Experience – Workforce Management (WFM) experience; Real‑Time Adherence (RTA) experience; Contact Center Operations experience; experience with Alvaria, NICE, Verint, Genesys, Aspect, or similar systems; experience in mortgage servicing, financial services, banking, or regulated industries. Technical Skills – Proficiency in Microsoft Excel, Outlook, Teams, and other Office applications; ability to navigate multiple systems simultaneously; data entry and system navigation skills; ability to interpret dashboards, reports, and operational metrics. Benefits Paid Time Off (PTO) Medical, Dental & Vision Employee Assistance Program Flexible Spending Account Health Savings Account Paid Holidays Company‑paid Life Insurance Matching 401(k) Plan Equal Opportunity Employer Selene Holdings is an equal opportunity employer and welcomes applicants from all backgrounds. The job description is not an exhaustive list of duties and responsibilities. The job requirements listed above are representative of the knowledge, skills, and/or abilities required. This job description is not an inclusive list of all duties and responsibilities of this position. Incumbents will be required to follow any other job‑related instructions and to perform any other job‑related duties requested by any person authorized to give instructions or assignments. Selene reserves the right to amend and change responsibilities to meet business and organizational needs. #J-18808-Ljbffr Selene Finance LP