Workflow Analyst

***No agencies or 3rd party Recruiters please. Thank you! ***

Who we are:

Cornerstone Servicing, a division of Cornerstone Capital Bank, is a best-in-class mortgage servicer with a reputation for amazing service, customer satisfaction, employee retention and happiness! We employ people who are passionately committed to Cornerstone’s Mission, Vision & Core Convictions.

We honor God by using our talents to make a positive difference in the lives of our Team Members, Clients, Shareholders, Communities, and the People who provide services to us.

Who we are looking for:

We are seeking a data-driven and detail-oriented Workforce Analyst to join our Workforce Management team. This role plays a key part in forecasting, planning, and optimizing workforce resources to support service level attainment, operational efficiency, and great customer experience.

As a Workforce Analyst, you’ll analyze historical data, support scheduling and capacity planning, and collaborate across teams to ensure our contact center is properly staffed to meet fluctuating demand. This position is ideal for someone with a background in intraday operations looking to expand their impact through analytics and strategic planning.

• Location: Onsite daily in Englewood, CO
• Compensation: $52-60k

Key Responsibilities:

• Analyze historical call volume, handle time, and shrinkage trends to assist in accurate forecasting and capacity planning
• Support schedule generation and optimization efforts using WFM software tools
• Perform variance analysis on forecast vs. actual performance and recommend adjustments
• Generate dashboards, reports, and performance insights using Excel and other reporting tools
• Maintain and enhance skilling/proficiency settings in ACD systems (e.g., RingCentral, Five9)
• Contribute to dialing campaign planning and agent resource deployment strategy
• Work with stakeholders to align workforce plans with operational goals
• Document processes and assist in the creation of SOPs and best practices

What you’ll need to be successful:

• Prior experience in a call center environment, with hands-on exposure to intraday workforce or real-time operations
• Proficiency in Microsoft Excel, including pivot tables, formulas, and charts
• Strong analytical, organizational, and problem-solving skills
• Excellent communication and collaboration abilities
• Familiarity with ACD platforms such as RingCentral, Five9, or similar
• Experience with workforce management software (e.g., NICE IEX, Verint, Aspect)
• Exposure to scheduling, forecasting, or long-term capacity planning
• Basic understanding of SQL, data visualization tools (e.g., Power BI), or scripting
• College degree in business, math, analytics, or a related field

What we offer:

Because we recognize and reward hard work, we offer a competitive salary, a full benefits package, and the potential for a performance-based bonus.

What to do next:

If Cornerstone sounds like the place for you (and if you have the qualifications, drive, and passion to match), we invite you to become a member of our winning team! And remember, once you're a part of our Cornerstone team, we'll continue to invest in you as a valuable asset to our company. As many of our team members can tell you, there's something special about working at Cornerstone.