Workforce Management Analyst

About the Company

Valon is transforming both mortgage servicing and consumer direct lending with a technology-first approach. Backed by Andreessen Horowitz (a16z) and managing over $130 billion in loans, we’ve built our platforms from the ground up—not on outdated legacy systems—so homeowners, lenders, and investors experience greater transparency, efficiency, and care. By unifying processes into a modern, AI-native operating system, we’re leading the way in automation, compliance, and continuous improvement across our servicing and lending businesses.

Our mission is to empower every homeowner by making the mortgage experience simple, secure, and financially empowering. To achieve this, we bring together world-class engineers, servicing experts, lending professionals, and operations leaders who share a passion for improving the homeowner journey. We’re not only reshaping what servicing and lending look like today—we’re creating opportunities for talented people to help drive the future of the industry.

As we continue to grow, Valon is expanding its footprint across multiple states, opening the door to exciting new roles and career paths. Joining Valon means becoming part of a fast-scaling company where innovation, collaboration, and customer impact go hand in hand. Mortgage is just the beginning—we’re building the future of regulated finance, and we want you to be part of it.

The Business Systems Management team effectively manages and optimizes the business systems and processes required to keep Valon running smoothly. This enables seamless operation, efficient decision-making, and scalable growth. We strive to leverage technology, data, and innovation to drive continuous improvement, ensure reliability, and maximize value for Valon.

The Workforce Management Analyst will play a strategic role at Valon’s contact center in driving workforce planning. This position is critical to ensuring we meet staffing needs across multiple channels (phone, chat, email) through accurate forecasting, headcount planning, and effective scheduling with continuous optimization of staffing strategies. You’ll partner with leadership across departments to provide data‑backed insights, shape planning processes, and support scalable operations that align with our business goals.

• Forecasting, Planning & Scheduling
• Own responsibility for the workforce management, including forecasting, capacity planning, scheduling, real‑time monitoring, schedule adherence, and reporting for our contact center.
• Provide analytics for historical volume trends across all contact center channels to provide key short and long‑term forecasting goals that support staffing and needs and planning.
• Lead translating forecasting data into actionable staffing models that align with servicing level agreements (SLAs) and budget.
• Regularly evaluate, design, and implement staffing models that drive higher efficiency and better agent utilization across all contact center departments.
• Define best times for required training and training schedules.
• Manage and oversee the contact center staffing members PTO process (approval/denials) based on staffing needs, ensuring the balance of business coverage and team availability.
• Own and provide data‑driven insight to identify needs for voluntary time off (VTO) or overtime (OT) based on daily volumes and activity.
• Collaborate with business units to continuously improve real‑time strategies and intraday responsiveness, using insights from forecasting and scheduling to guide decisions.
• Cross‑Functional Collaboration & Reporting
• Other duties as assigned

• High proficiency in analyzing operational data, modeling scenarios, and presenting insights to leadership as needed.
• Excellent organizational and documentation skills with the ability to manage competing priorities in a fast‑paced environment.
• Great written and oral communication skills with the ability to deliver complex workforce data clearly.
• Advanced proficiency in Excel, using pivot tables, including formulas, skilled in providing reporting requirements

• Minimum 2 years of…