Workforce Management Analyst

Valon Mortgage(1 month ago)

HybridFull TimeJunior$80,121 - $105,282 (estimated)Technical Infrastructure

About this role

The Workforce Management Analyst at Valon is responsible for strategic workforce planning within the contact center, focusing on forecasting, scheduling, and capacity planning across multiple channels (phone, chat, email). This role requires the analyst to leverage operational data to develop staffing models that align with service level agreements and ensure efficient agent utilization. Collaboration with leadership and cross-functional teams is key to providing actionable insights and optimizing staffing strategies to meet business goals.

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Required Skills

Workforce Planning
Forecasting
Scheduling
Capacity Planning
Real-Time Monitoring
Schedule Adherence
Data Analytics
Staffing Models
Agent Utilization
Training Schedules

+9 more

Qualifications

High school diploma or GED equivalent
Minimum 2 years of workforce management or workforce planning experience in a contact center environment
Prior experience with workforce management platforms (e.g., NICE, Alvaria, Avaya)

About Valon Mortgage

valon.com

Valon Mortgage is a technology-driven provider of mortgage lending and servicing solutions, dedicated to simplifying the homeownership experience. The company offers a range of services including mortgage management, home loan applications, refinancing, and leveraging home equity. With a focus on innovative technology, Valon aims to empower homeowners by providing user-friendly tools and personalized financial options tailored to their needs. Their mission is to enhance the mortgage experience through efficient service and financial expertise, making homeownership more accessible and manageable.