At a Glance
- Tasks: Monitor workforce activity in a fast-paced contact centre to ensure efficiency and productivity.
- Company: Join Selene Holdings, a dynamic financial services company with a focus on client experience.
- Benefits: Enjoy paid time off, health benefits, and a matching 401(k) plan.
- Other info: Great chance to learn and develop in a supportive environment.
- Why this job: Kickstart your career in Workforce Management with real-time impact and growth opportunities.
- Qualifications: 1-3 years in customer service or operations; strong communication and organisational skills.
The predicted salary is between 30000 - 40000 £ per year.
Selene Holdings is a multifaceted financial services company providing mortgage servicing, loan diligence, title, insurance brokerage, and real‑estate services across locations in Dallas, TX; Jacksonville, FL; and Salt Lake City, UT. Founded in 2007, Selene strives to deliver outstanding client and borrower experiences and seeks employees with creativity and a positive attitude.
The Workforce Management Specialist monitors and manages real‑time workforce activity within the Contact Center to ensure employees adhere to scheduled assignments and operational expectations. This role maintains service levels, workforce productivity, and operational efficiency by monitoring adherence systems, identifying variances, and communicating issues to employees, supervisors, and leadership teams. The ideal candidate is highly organized, detail‑oriented, and comfortable working in a fast‑paced environment where continuous monitoring and proactive communication are essential. The position serves as the operational eyes and ears of the Workforce Management function and provides frontline support to ensure staffing plans are executed effectively throughout the day. Leadership views this role as a developmental opportunity for individuals interested in pursuing a long‑term career in Workforce Management, Capacity Planning, Forecasting, or Contact Center Operations.
Essential Duties and Responsibilities
- Monitor real‑time adherence dashboards, workforce management systems, and operational queues throughout the day.
- Ensure employees are working scheduled activities and adhering to assigned schedules.
- Identify schedule variances, adherence exceptions, attendance concerns, and productivity issues in real time.
- Track agent activity across telephony, workforce management, and operational systems.
- Monitor key staffing metrics to help maintain operational coverage and service level objectives.
- Escalate adherence concerns and attendance issues according to established procedures.
Communication & Operational Support
- Communicate adherence exceptions, schedule variances, and staffing concerns to employees, supervisors, and leadership teams.
- Collaborate with operational leaders to address real‑time staffing challenges and workforce concerns.
- Provide timely updates regarding staffing shortages, schedule adherence trends, and workforce risks.
- Support leadership in managing daily operational coverage and staffing effectiveness.
- Serve as a point of contact for workforce‑related questions during assigned shifts.
Workforce Management Support
- Assist Workforce Management leadership in monitoring staffing effectiveness and operational performance.
- Support intraday workforce management activities designed to meet business objectives.
- Help maintain accurate staffing records, schedule adjustments, and adherence documentation.
- Assist with workforce‑related reporting and trend analysis.
- Participate in workforce management initiatives and operational improvement efforts.
Reporting & Documentation
- Document adherence exceptions, staffing issues, and operational concerns.
- Generate and distribute workforce adherence reports as required.
- Maintain accurate records of employee adherence performance and escalation activity.
- Identify recurring trends and provide feedback to leadership regarding workforce behaviors and staffing patterns.
Continuous Improvement & Career Development
- Develop knowledge of workforce management principles, scheduling methodologies, forecasting concepts, and contact center operations.
- Cross‑train in broader workforce management functions as business needs evolve.
- Support future workforce planning, reporting, forecasting, and capacity management activities.
- Participate in process improvement initiatives focused on operational efficiency and workforce optimization.
- Seek opportunities to expand technical knowledge and workforce management expertise.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
Required Experience
- Minimum of 1–3 years of experience in a Contact Center, Workforce Management, Customer Service, Operations Support, Scheduling, or a related environment.
- Experience working in a metric‑driven environment.
- Experience monitoring performance, productivity, or operational activities.
- Strong customer service and communication skills.
- Experience working with multiple software platforms simultaneously.
Preferred Experience
- Workforce Management (WFM) experience.
- Real‑Time Adherence (RTA) experience.
- Contact Center operations experience.
- Experience with Alvaria, NICE, Verint, Genesys, Aspect, or similar workforce management systems.
- Mortgage servicing, financial services, banking, or regulated industry experience.
Technical Skills
- Proficiency with Microsoft Excel, Outlook, Teams, and other Microsoft Office applications.
- Ability to navigate multiple systems simultaneously.
- Experience utilizing workforce management software preferred.
- Strong data entry and system navigation skills.
- Ability to interpret dashboards, reports, and operational metrics.
Benefits
- 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
The job requirements listed above are representative of the knowledge, skills, and/or abilities required. This job description is not an inclusive list of all duties and responsibilities of this position. Incumbents will be required to follow any other job‑related instructions and to perform any other job‑related duties requested by any person authorized to give instructions or assignments. Selene reserves the right to amend and change responsibilities to meet business and organizational needs.
Workforce Management Specialist in Wideopen employer: Selene Finance LP
Selene Holdings is an exceptional employer that fosters a dynamic work culture in the heart of Dallas, TX, where creativity and a positive attitude are highly valued. Employees benefit from comprehensive support for career development, including opportunities to cross-train in various workforce management functions, alongside a robust benefits package that includes paid time off, health insurance, and a matching 401(k) plan. Join us to be part of a team that prioritises operational excellence while providing a rewarding environment for personal and professional growth.
StudySmarter Expert Advice🤫
We think this is how you could land Workforce Management Specialist in Wideopen
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Selene Finance LP. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Workforce Management Specialist in Wideopen
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Selene Finance LP.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Selene Finance LP's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Selene Finance LP
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Selene Finance LP.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Selene Finance LP will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Selene Finance LP employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
