Workforce Management Analyst

Valon Mortgage

3 months ago

Phoenix, AZ

Hybrid

Full Time

Junior

1 applicant

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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.

Skills

Qualifications

High school diploma or GED equivalentMinimum 2 years of workforce management or workforce planning experience in a contact center environmentPrior 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.