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Default Workforce Management 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 Default Workforce Management Analyst.



  • Act as a divisional subject matter expert in Workforce Management (WFM) applications; assist in training.

  • Administration of the Workforce Management system for the default call center.

  • Develop long-term capacity plans and forecast models; provide accurate workload predictions for annual budgeting and planning.

  • Develop staff schedules and corresponding staffing scenarios based on real time business factors, i.e. vacation, new client boarding, etc.

  • Manage intraday staffing levels, including administration of schedule changes.

  • Increase staffing levels or modify call routing to increase service levels.

  • Analysis of real time and previous day volumes required to determine appropriate staffing levels on an hourly basis.

  • Generate new forecast when current day forecast has high deviation from actual.

  • Manage employee information changes by maintaining the agent database within the WFM system.

  • Conduct daily meetings with call center management to review month-to-date staffing trends and its potential impact to call center performance.

  • Daily recommendations to management on staffing adjustments required, to ensure management is making decisions on call center staffing based on volume trends.

  • Track, analyze and report on call center/agent performance, utilizing reports from WFM system.

  • Analyze and report historical data and trends.

  • Develop and maintain processes and procedures.

  • Manage proactive approval and denial of discretionary activities such as training and meetings.

  • Serve as back-up to support staff.

  • Other duties/assignments as directed.



  • Bachelor’s degree or equivalent education, training or experience

  • 3 years call center experience or 3 years Workforce Management system experience

  • Special training and/or professional certificates may be substituted for experience

  • MS Office skills: Excel, PowerPoint

  • Strong analytical and problem-solving skills

  • Strong verbal and written communication skills

  • Strong organizational/time management skills and multi-tasking abilities

  • Detail oriented


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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