Selene Diligence

Sr. Workforce Management

Dallas, TX · Senior

Sponsorship not specifiedDetected 30 days ago

LeadershipCommunicationTime ManagementMentoring

About the role

We have office locations in Dallas, TX, Jacksonville, FL, and Salt Lake City, UT.
A positive attitude coupled with proven creative thinking and actions are all attributes we seek in every one of our employees.
This role will be integral in ensuring the Contact Center meets its goals for handling customer calls in a timely manner.

Create long-term forecasts to be used for staff planning.
Develop knowledge of call routing systems to ensure schedules match call arrival patterns.
Maintain compliance with any regulations, rules, or agreements that affect scheduling of personnel.
Create and retain strong relationships with the operational leaders and agents, collaborating effectively to identify opportunities for improvement in both efficiency and agent satisfaction.
Provides analysis of talent and staffing needs based on strategic planning at the enterprise level by applying advanced and predictive analysis, people metrics and reporting to develop strategic and operational insights for workforce decision-making.

Minimum of three years of experience working in a Contact Center environment.
Experience with Alvaria WFO.
Ability to utilize time management efficiently.
Maintains high degree of confidentiality.
Experience in a geographically dispersed organization.
Proven ability to solve problems creatively.
Ability to multi-task and consistently meet multiple deadlines.
Ability to work in a team environment.
Ability to use good judgment.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The qualified candidate must have:
Excellent attention to detail.
Strong verbal and written communication skills.
Strong customer-service orientation.
Why Selene?

Selene Finance LP is committed to the total wellbeing of its employees and therefore offers one of the best benefits packages available in the industry today, which includes:
Paid Time Off (PTO)
Medical, Dental &Vision
Flexible Spending Account
Health Savings Account
Company paid Life Insurance
Create short-term forecasts to be used for determining scheduling of shifts, breaks, lunches, overtime, or time off.
Develop and maintain vacation and other time off planning and utilization.
Maintain accurate records of PTO requests including but not limited to daily attendance and tardiness.

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.
Founded in 2007 to address needs in the mortgage industry, Selene strives to provide amazing client and borrower experiences.
If you want to make a difference, then Selene is the place for you!

This listing is sourced directly from Selene Diligence's careers page and normalized into a canonical job model.