Sr. Workforce Management

Overview

Selene Holdings is a multi‑line business financial services firm specializing in mortgage servicing, loan diligence, title, insurance brokerage, and real estate ownership. Offices are located in Dallas, TX;
Jacksonville, FL; and Salt Lake City, UT.

The Senior Workforce Management Analyst in the Contact Center drives staffing strategy through advanced forecasting, real‑time monitoring, and scheduling optimization to ensure service levels are met.

Selene Holdings is an equal‑opportunity employer and accommodates reasonable accommodations for individuals with disabilities.

• Create short‑term forecasts for scheduling shifts, breaks, lunches, overtime, and time off.
• Create long‑term forecasts for staff planning.
• Develop and apply knowledge of call routing systems to align schedules with call arrival patterns.
• Identify optimal schedules for projected hiring and execute the shift bidding process.
• Maintain compliance with regulations, rules, or agreements affecting personnel scheduling.
• Plan and update vacation and other time‑off planning and utilization.
• Maintain accurate records of PTO requests, daily attendance, and tardiness.
• Identify critical intervals and recommend solutions to ensure sufficient staffing.
• Plan team meetings, training, coaching, and other off‑phone tasks.
• Handle individual schedule change requests, balancing center and agent needs.
• Record daily absences, exceptions, and schedule changes; reforecast if necessary.
• Build strong relationships with operational leaders and agents to drive efficiency and satisfaction.
• Communicate daily forecasts and staffing needs to operations leadership and adjust as needed.
• Recommend procedural changes and improvements for the department.
• Communicate strategies to team members and stakeholders.

• Minimum of three years’ experience in a Contact Center environment.
• Experience with Alvaria WFO.
• Excellent time‑management and prioritization skills.
• High degree of confidentiality and attention to detail.
• Experience in a geographically dispersed organization.
• Creative problem‑solving abilities.
• Ability to multi‑task and meet multiple deadlines.
• Strong verbal and written communication skills.
• Team‑oriented mindset with customer‑service orientation.
• Good judgment and sound decision‑making.

• Paid Time Off (PTO)
• Medical, Dental & Vision
• Employee Assistance Program
• Flexible Spending Account
• Health Savings Account
• Paid Holidays
• Company‑paid Life Insurance
• Matching 401(k) Plan