Workforce Management Scheduling Analyst

RoundPoint is seeking a Workforce Management Scheduling Analyst to join our team. The Workforce Management Scheduling Analyst generates schedules by analyzing historical performance for RoundPoint’s contact center. The Workforce Management Scheduling Analyst reports to the Workforce Optimization Manager and must develop strong working relationships with key stakeholders, vendors, and co-workers.

Responsibilities

• Manage scheduling processes, including shift bids.
• Manage approval and denial of planned activities, such as vacations, trainings, meetings, etc.
• Lead weekly and daily meetings with management detailing previous and forecasted performance, while identifying risks and offering recommendations to mitigate risk to the contact center.
• Track, analyze, and report contact center and agent performance by developing reports that highlight the contact center’s KPIs.
• Administration of WFO software.
• Create process and procedure guides relative to WFO.
• Develop work schedules in Workforce Management software to meet forecasted needs.
• Provide various scheduling analyses to ensure optimal schedules and provide staff recommendations.
• Makes necessary adjustments/changes to associate work schedules as needed.
• Assist with email correspondence regarding scheduling inquiries, or changes.
• Other duties and/or responsibilities not specifically set above may be assigned as needed.
  
  

Qualifications

• College degree preferred
• Previous call center experience preferred
• Computer proficiency, with focus on MS Excel
• Ability to apply mathematical concepts and calculations
• Strong mathematical, analytical, communication and interpersonal skills, strong customer-service skills including courteous telephone etiquette, and strong negotiation skills with sense of urgency in mind
• Ability to interpret policies and procedures and communicate effectively
• Ability to make decisions and exercise good judgment in a complex and rapidly changing environment
• Capability to adapt to a fast-paced environment and learn and retain new or evolving information and procedures
• Ability to work under stress and pressure and respond to inquiries with tact, diplomacy and patience
• Ability to work in a team environment
• Ability to exercise discretion on sensitive and confidential matters
  
  

Physical Demands & Working Conditions

Duties

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job:

• Ability to communicate effectively through speech and hearing, both in-person and over the phone.
• The employee is required to sit for extended periods of time and is occasionally required to stand and walk.
• Remaining in a stationary position for extended periods, frequently sitting but occasionally involving standing or walking short distances; the employee may occasionally climb or balance, and stoop, kneel, crouch, or crawl.
• Regular use of hands and fingers for tasks like keyboarding, operating office equipment, and filing documents.
• Ability to lift and move objects weighing up to 10 pounds, and potentially up to 20 pounds occasionally.
• Ability to observe details at close range, such as viewing a computer screen, reviewing documents, and performing data analysis.
• The noise level in the work environment is usually quiet to moderate, and no extreme conditions are present.
  
  

About RoundPoint Mortgage Servicing LLC

RoundPoint Mortgage Servicing LLC is a fully integrated, non-bank mortgage company, with a subservicing portfolio of approximately 900,000 loans. In 2023, RoundPoint was acquired by Two Harbors Investment Corp. (NYSE: TWO), reaffirming its commitment to MSR as core and essential to our business strategy and our future. A combined Two Harbors and RoundPoint capitalizes on the strengths of both companies, adding significant value for stakeholders through operational and cost efficiencies, as well as the ability to participate more fully in the mortgage finance space as opportunities arise.

Founded in 2009, Two Harbors has grown into a leading publicly traded residential mortgage real estate investment trust (mortgage REIT). We leverage our core competencies of understanding and managing interest rate and prepayment risk to invest in our Agency residential mortgage-backed securities (RMBS) and mortgage servicing rights (MSR) portfolio, with the objective of delivering attractive risk-adjusted returns to our stockholders.

Location

• Fort Mill, SC
• Coppell, TX
  
  

Employee Status

• Non-Exempt
  
  

Travel

• None