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Workforce Management Administration Analyst

City: Tempe
State/Territory: US-AZ


Who is Cenlar?


You are.


Employee-owners have made Cenlar one of the nation’s largest mortgage subservicers. We have achieved success by empowering people with company ownership, real programs that provide avenues for advancement, and a great atmosphere that makes everyone look forward to the workday. Get your share of our success by considering the opportunity to join our team as a Workforce Management Administration Analyst.



  • Monitor and address agent availability, real time, for schedule compliance; update scheduling for changes, including new hires and removal of terms.

  • Monitor and address calls in queue.

  • Assist with analysis of call center and agent performance.

  • Provide and update attendance records, including updating tracking in system.

  • Report on daily call forecasts for expected volume.

  • Produce daily dashboard; generate daily stats reports.

  • Schedule training, meetings and other off phone activities.

  • Other duties and assignments as directed. 



  • Bachelor’s degree preferred

  • Workforce Management system experience preferred or 1 year call center experience; special training and/or professional certificates may be substituted for experience

  • Knowledge of basic call center terminology, such as average speed of answer (ASA), service level (SL), abandonment rate (AB rate), etc.

  • Strong MS Office skills, including Excel and PowerPoint

  • Strong analytical and problem-solving skills

  • Strong verbal and written communication skills

  • Detail oriented with strong organizational/time management skills and multi-tasking abilities

  • Ability to maintain an increased sense of urgency to re-act

  • Ability to work evenings and weekends preferred


Total Rewards:


Cenlar FSB offers outstanding benefits which may include paid medical/dental/life insurance, 401k, employee ownership, tuition assistance, a supportive work environment, and genuine opportunities for advancement. Cenlar is a Drug Free Workplace and an Equal Employment Opportunity/Affirmative Action Employer -- M/F/D/V/SO .


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