Lakeview Loan Servicing, LLC. · 21 hours ago
WORKFORCE MANAGEMENT ANALYST
Horsham, PA
Part-time
Onsite
Senior Level
5+ years expLakeview Loan Servicing is seeking a Workforce Management Analyst to oversee the operational performance of their call center. This role involves managing forecasting, scheduling, and real-time monitoring, while collaborating with various teams to enhance agent performance and customer experience.
FinanceFinancial ServicesMortgageReal Estate
Responsibilities
Execute forecasting inputs and develop agent schedules to ensure proper staffing coverage across all queues
Manage intraday performance, including real-time queue monitoring, adherence tracking, and performance-to-forecast alignment
Escalate variances that may impact service levels, wait times, or staffing adequacy, with recommended operational actions
Build new reporting methods that increase transparency into pacing, agent readiness, and operational effectiveness
Develop and maintain reporting dashboards that provide leadership with visibility into staffing efficiency, call volume trends, agent performance, and service levels
Maintain, administer, and improve the IVR, ensuring call routing is efficient, intuitive, and aligned with business needs
Partner with Technology and Vendor Management on IVR enhancements, logic changes, menu optimization, and troubleshooting to ensure the organization is fully leveraging Zoom Call Center functionality including dashboards, reporting, call queues, dispositions, and call handling features
Ensure all IVR workflows support campaign readiness, agent availability, and optimal customer experience
Improve and evolve call monitoring processes and agent quality scorecards in collaboration with Agent Management and QA
Analyze call performance data, quality trends, and productivity metrics to deliver actionable insights
Recommend enhancements to coaching, workflows, or system configuration based on performance findings
Ensure call center systems, queues, and agent permissions are correctly configured and updated as business needs evolve
Maintain Do Not Call (DNC) list processes and compliance controls for outbound campaigns
Support onboarding activities for agents from a systems and access perspective, partnering with Training, Licensing, and Sales Leadership
Qualification
Required
5+ years in Workforce Management, call center operations, or contact center analytics
Proven ability to analyze performance data, identify trends, and translate findings into operational recommendations
Strong written and verbal communication skills with the ability to deliver clear, objective, and actionable insights to sales leadership
Proficiency with MS Word, PowerPoint, Excel as well as other sales support tools such as CRM software and comparative raters
High attention to detail and data integrity, with the ability to manage multiple workflows while maintaining accuracy and consistency
Demonstrated ability to work cross-functionally with Sales, Training, QA, Licensing, and Operations teams
High School diploma required
Ensure call center systems, queues, and agent permissions are correctly configured and updated as business needs evolve
Maintain Do Not Call (DNC) list processes and compliance controls for outbound campaigns
Support onboarding activities for agents from a systems and access perspective, partnering with Training, Licensing, and Sales Leadership
Preferred
Experience with call center platforms such as Zoom, Genesys, Five9, or Verint preferred
Bachelor's degree preferred
Minimum of 5 years in a call center or sales analytics role
Some insurance experience preferred
Company
Lakeview Loan Servicing, LLC.
BEWARE of Unsolicited Job Offers that request a personal ID!!! Lakeview Loan Servicing, LLC (“Lakeview”) is a uniquely qualified mortgage finance company dedicated to assisting our customers with efficient and affordable refinancing and purchase options.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Steve Lemmon
Chief Marketing Officer - Originations
Recent News
Business Insider
2025-07-16
Company data provided by crunchbase