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Andreessen Horowitz (a16z) and managing over $130 billion in loans, we’ve built our platforms from the ground up—not on outdated legacy systems—so homeowners, lenders, and investors experience greater transparency, efficiency, and care.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.

Business Systems Management at Valon

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.

About The Role

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.

Responsibilities

• 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 contract 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
  
  

Ideal Background

• 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 Qualifications

• Minimum 2 years of workforce management or workforce planning experience in a contact center environment.
• Prior experience with workforce management platform (e.g., NICE, Alvaria, Avaya) NICE is preferred
• Minimum education requirement: High school diploma or GED equivalent required
  
  

Benefits

• Compensation: competitive salary and 401 (k) plan
• Health & well-being: we’ll invest in your physical and mental well-being with comprehensive medical, dental, & vision benefits
• Food & meals: in-office snacks and drinks, and Bagel Fridays
• Commuter benefits: We offer pre-tax deductions for public transportation, rideshare services, and parking expenses to make your commute more affordable and convenient.
• Grow together: Company-wide orientation for you to successfully onboard and other learning & development opportunities, including regular review cycles that feature 360-degree feedback
• Generous time off: 17 days paid time off, sick days, and 11 company holidays
• Baby bonding time!: 12 weeks off for both birthing and non-birthing parents - fully paid, so you can focus your energy on your newest addition
  
  

Throughout the interview process, please remember that emails will only be from valon.com email addresses. We will never ask for any personally identifiable information during the interview process itself. Please reach out to talent@valon.com if you have any requests to verify the authenticity of an outreach.

Valon is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Valon makes hiring decisions based solely on qualifications, merit, and business needs at the time.