The Workforce Management & Call Routing Specialist is responsible for overseeing workforce management operations, call flow strategy, and telephony optimization within the mortgage servicing contact center environment. This role manages forecasting, staffing, scheduling, real-time queue management, and administration of the Callabrio workforce management platform to ensure efficient call handling and service level performance across servicing operations.

 

The position serves as a key operational partner to servicing leadership and is responsible for aligning call routing strategies, staffing models, and workforce planning with customer demand, regulatory requirements, and business objectives.

• Manage workforce management operations for the mortgage servicing call center, including forecasting, scheduling, staffing allocation, and real-time intraday management.
• Oversee call routing configurations and queue management to ensure calls are directed appropriately based on business needs, skill sets, investor requirements, language needs, and servicing functions.
• Administer and optimize the Callabrio platform, including scheduling, adherence monitoring, forecasting, reporting, and workforce analytics.
• Monitor daily contact center performance metrics including service levels, abandonment rates, average speed of answer, occupancy, adherence, handle times, and call trends.
• Develop staffing models and forecasting assumptions based on portfolio growth, call volume trends, regulatory changes, escrow cycles, collections activity, and servicing initiatives.
• Partner with operations leaders to support staffing plans across customer service, and servicing operations teams.
• Lead intraday operational adjustments including overtime planning, schedule modifications, queue balancing, and contingency planning during volume spikes or outages.
• Analyze call patterns and servicing events to proactively identify operational risks and staffing impacts.
• Produce workforce management and call center performance reporting for senior leadership with actionable recommendations and trend analysis.
• Ensure workforce management processes support compliance requirements, customer experience expectations, and operational efficiency goals.
• Collaborate with IT, telephony vendors, and operations leadership on call flow enhancements, IVR improvements, and system optimization initiatives.
• Train and support leadership teams on workforce management processes, adherence expectations, and Callabrio reporting capabilities.

• 2+ years of workforce management experience in a contact center or operations environment, preferably in the mortgage servicing or financial services industry.
• Proficiency in WFM software (e.g., NICE IEX, Verint, Genesys WFM, or similar).
  Strong Excel skills (pivot tables, VLOOKUPs, charts); familiarity with BI tools (e.g., Tableau, Power BI) is a plus.
• Familiarity with mortgage servicing systems (Black Knight MSP, LoanServ, or similar) preferred.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication abilities.
• Ability to multitask, prioritize workload, and work in a fast-paced, high-regulation environment.
• Detail-oriented with a proactive approach to identifying risks and recommending solutions.
• Associate’s or Bachelor’s degree in Business, Finance, or a related field (or equivalent work experience) is highly preferred.

Ready to join thousands of talented team members who are making the dream of home ownership possible for more Americans? It’s all happening on UWM’s campus, where our award-winning workplace packs plenty of perks and amenities that keep the atmosphere buzzing with energy and excitement.

 

It’s no wonder that out of our six pillars, People Are Our Greatest Asset is number one. It’s at the very heart of how we treat each other, our clients and our community. Whether it’s providing elite client service or continuously striving to improve, our pillars provide a pathway to a more successful personal and professional life.

 

From the team member that holds a door open to the one that helps guide your career, you’ll feel the encouragement and support on day one. No matter your race, creed, gender, age, sexual orientation and ethnicity, you’ll be welcomed here. Accepted here. And empowered to Be You Here.

 

More reasons you’ll love working here include:

• Paid Time Off (PTO) after just 30 days
• Additional parental and maternity leave benefits after 12 months
• Adoption reimbursement program
• Paid volunteer hours
• Paid training and career development
• Medical, dental, vision and life insurance
• 401k with employer match
• Mortgage discount and area business discounts
• Free membership to our large, state-of-the-art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball court
• Wellness area, including an in-house primary-care physician’s office, full-time massage therapist and hair salon 
• Gourmet cafeteria featuring homemade breakfast and lunch
• Convenience store featuring healthy grab-and-go snacks
• In-house Starbucks and Dunkin
• Indoor/outdoor café with Wi-Fi

All the above duties and responsibilities are essential job functions subject to reasonable accommodation and change. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Team members may be required to perform other or different job-related duties as requested by their team lead, subject to reasonable accommodation. This document does not create an employment contract, implied or otherwise. Employment with UWM is "at-will." UWM is an Equal Opportunity Employer. By selecting “Apply for this job online” you provide consent to UWM to record phone call conversations between you and UWM to be used for quality control purposes.