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2022 Virtual Summer Intern Program – Workforce Management Analyst Intern  

Location: No City, TX, United States
Req ID: 017170

Job Description

Description

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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.

Mr. Cooper's summer internship program offers college students the chance to discover what it's like to work at a leading financial services organization. Our interns deliver innovative solutions to real business challenges and build enduring relationships with their manager and an assigned mentor. While gaining insight into the industry, interns are immediately part of Mr. Cooper's collaborative culture. Spend your summer at Mr. Cooper and gain a career where you can make a difference! Our summer internship program begins in June 2022 and ends August 2022. 

 

The Workforce Analyst Intern will have the opportunity to gain real world experience in a command center department that controls the scheduling and planning for ~2 two thousand agents. The successful candidate will join a small team with a large degree of experience on average where every member will take part in mentoring and training the intern. 

 

Roles and Responsibilities 

  • Develop understanding of Workforce Management  

  • Exposure to capacity planning, forecasting, and scheduling 

  • 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 

 

Basic Qualifications 

  • Enrolled full-time and pursuing an undergraduate or graduate degree from an accredited college/university or have graduated within one year of start date (June 2022)   

  • Majoring in Business, Math, Statistics, Data Analytics, Communications or related degree  

  • Exposure to SQL, Access, and/or Excel (i.e. PivotTables) 

  • Candidates must have authorization to work permanently in the US without the need for sponsorship (Currently, our organization is unable to support candidates that are on OPT, CPT or candidates that will need sponsorship, now or in the future)    

 

Preferred Qualifications 

  • Highly organized with superior attention to detail and a commitment to delivering clear and precise work 

  • Ability to communicate clearly, concisely, and professionally  

  • Strong analytical reasoning and problem-solving skills with a continuous improvement mindset 

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:

017170

Job Category:

Administrative Services

Primary Location City:

No City

Primary Location Region:

Texas

Primary Location Postal Code:

77027

Primary Location Country:

United States of America

Posting Organization:

Line of Business:

Additional Posting Location(s):

Home - Alabama, Home - Alabama, Home - Alaska, Home - Arizona, Home - Arkansas, Home - California, Home - Colorado, Home - Connecticut, Home - Delaware, Home - El Paso, Home - Florida, Home - Georgia, Home - Hawaii, Home - Idaho, Home - Illinois, Home - Indiana, Home - Iowa, Home - Kansas, Home - Kentucky, Home - Louisiana, Home - Maine, Home - Maryland, Home - Massachusetts, Home - Michigan, Home - Minnesota {+ 25 more}

Alternate Requisition:

No

Pay Range: $33,280.00 - $33,500.00 - $40,000.00
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