Join our Talent Network
Skip to main content

Workforce Analyst I

This job posting is no longer active.

Location: Lewisville, TX, United States
Req ID: 016510

Job Description

Description

When you click 'Apply', you will need to click on 'Create Account'.  By creating an account, you will be able to view your applications and their statuses.  Your password must contain 8 characters, 1 upper case letter, 1 number and 1 special character. Please make sure your name is formatted correctly and not in all uppercase.

Check It Out!

Ready to be a Cooper too? This might just be right up your alley!

We’re here to keep the dream of home ownership alive. Oh, and while we’re at it, we’re determined to change the lending industry itself. It’s simple, but it won’t be easy. And we’ll need a great team behind us. (That’s where you come in.) We want to show the world that transparency, candor and collaboration aren’t just good values. They’re good business. Working here isn’t for people who want to punch a clock. It’s for people who want to punch a hole in the status quo. Come join us. And make a difference instead of just a living.

A Real-Time Analyst will use analysis, time management, and problem-solving skills to manage real time volume. The position requires a high-level of critical decision-making capabilities and strong communication skills to interact with multiple departments. The Real-Time Analyst I will effectively use a combination of workforce scheduling software and real-time queue management software to achieve service level goals. 

  • Generate schedules for staff based on re-forecasted volume and workload to ensure adequate staffing to meet service level goals
  • Communicate effectively and efficiently with all leadership levels.
  • Proactively monitor associate calling behaviors, efficiency, and availability and report deficiencies to operations team in real-time.
  • Re-Forecast interval and daily transaction volumes (inbound, outbound), handle times and other production metrics by group and report on actual vs. forecasted volume.
  • Make recommendations and help set priorities when planning and scheduling off phone activities
  • Establish and maintain communication channels to ensure scheduling and resources are met
  • Monitor queue and track inbound calls and other intraday reports
  • Responsible for analyzing and administering schedule optimizations and approving and administering real time exceptions
  • Actively scan for and pursue new techniques, industry practices, learning opportunities, tools and process improvement opportunities
  • Process schedule event activities and adherence exceptions
  • Produce reports from the workforce management system as requested
  • Monitor agent schedule adherence, talk time and after call work time and give recommendations for improvement.

Mr. Cooper is committed to nurturing a diverse and inclusive environment where every employee is empowered to be their authentic self.  We know that a large part of our success as a business is directly tied to our ongoing efforts to attract and retain diverse talent and maintain an inclusive environment where each employee can thrive.  Embracing and leveraging diversity through an inclusive work environment fosters new ideas, new insights, and constant innovation.  We strive to weave the principles of diversity and inclusion throughout the fabric of how we work, how we interact, and how we engage with our customers and the community.

Job Requisition ID:

016510

Job Category:

Servicing

Primary Location City:

Lewisville

Primary Location Region:

Texas

Primary Location Postal Code:

75067

Primary Location Country:

United States of America

Posting Organization:

Mr. Cooper

Line of Business:

Servicing

Additional Posting Location(s):

Alternate Requisition:

No

Summary

A Real-Time Analyst will use analysis, time management, and problem-solving skills to manage real time volume. The position requires a high-level of critical decision-making capabilities and strong communication skills to interact with multiple departments. The Real-Time Analyst I will effectively use a combination of workforce scheduling software and real-time queue management software to achieve service level goals. Scope/Responsibilities: Beginning of professional career path; learning to use professional concepts and skills. Has ability to take initiative on projects potentially outside scope of work. Responsible for follow-through of one or more processes. Highly capable of serving as first impression of Mr. Cooper to external and internal customers, vendors, agencies and investors. Trusted to manage time, priorities and resources to achieve goals.
Share: mail
 

Similar Jobs

Contract Recovery Specialist II - Government Claims

Lewisville, TX, United States
Servicing

Document Services Associate II

Lewisville, TX, United States
Servicing

FLOD Analyst I

Lewisville, TX, United States
Servicing

Principal Business Process Design-1

Lewisville, TX, United States
Servicing

Loan Modification Sr Associate

Lewisville, TX, United States
Servicing

Loan Modification SR Associate PL

Lewisville, TX, United States
Servicing

Account Services Analyst I

Lewisville, TX, United States
Servicing

Sr. Quantitative Analyst

Lewisville, TX, United States
Servicing

Mortgage Insurance Sr Analyst

Lewisville, TX, United States
Servicing

Manager Contract Recovery

Lewisville, TX, United States
Servicing

Research Resolution Associate II

Lewisville, TX, United States
Servicing

Business Operations Analyst II

Lewisville, TX, United States
Servicing

Modification Reconciliation Analyst I

Lewisville, TX, United States
Servicing

Dialer Administrator

Lewisville, TX, United States
Servicing

AVP Reporting and Analytics

Lewisville, TX, United States
Servicing

Customer Service Associate I ($1000 Sign-On Bonus)

Lewisville, TX, United States
Servicing

Interested in working for Mr.Cooper?
Take the first step by joining our Talent Network today!

Sign me up!