Manager, Business Support Services Workforce

Job description

Come join our amazing team and work remote from home! The Business Support Services Workforce Manager is r esponsible for leading workforce planning and operational readiness for a multi-channel mortgage servicing organization. Oversees capacity forecasting, scheduling, and real-time management to ensure service level commitments are consistently achieved. Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates. The target pay for this position is $115,000.00/yr - $135,000.00/yr plus annual bonus. What you’ll do: Advanced knowledge of workforce management principles and forecasting methodologies. Strong analytical and data-driven decision-making skills. Experience with workforce management and contact center platforms. Excellent written and verbal communication skills. Experience creating ad-hoc reporting to verify and validate business related issues and outcomes. Ability to interpret complex reporting and workforce related data to troubleshoot and solve business issues. Proven ability to influence stakeholders and manage organizational change. Ability to interpret and present staffing...