Manager, Business Support Services, Workforce

Role Overview

• Develop, maintain, and execute quarterly and annual workforce capacity plans to support operational demand, portfolio growth, and strategic initiatives.
• Partner with Finance and Human Resources to design cost-effective hiring plans, labor models, and staffing strategies aligned with budget and productivity targets.
• Lead the design and execution of workforce management strategies across multi-channel environments, including phone, chat, and email.
• Administer, configure, and continuously optimize workforce management systems, tools, and reporting platforms.
• Provide real-time and intraday workforce management oversight to proactively identify and mitigate service-level risks.
• Maintain working knowledge of dialer support analyst and team lead daily functions to provide backup support, troubleshoot issues, and drive process improvements and automation.
• Utilize T-SQL and advanced analytical techniques to identify trends, risks, and optimization opportunities.
• Produce and deliver executive-level dashboards and reporting on forecast accuracy, schedule adherence, productivity, and performance trends.
• Develop, document, and maintain standard operating procedures (SOPs for forecasting, scheduling, real-time management, and reporting.
• Model and evaluate surge capacity scenarios related to volume volatility, portfolio changes, market conditions, or disaster recovery events.
• Lead continuous improvement initiatives focused on operational efficiency, workforce utilization, and customer experience.
• Carry out management responsibilities in accordance with organizational policies and applicable laws, including employee development, workload planning, performance management, coaching, corrective action, and employee relations.
• Advanced knowledge of workforce management principles and forecasting methodologies.
• Strong analytical and data-driven decision-making skills.
• Experience with workforce management and contact center platforms.
• Experience creating ad-hoc reporting to verify and validate business related issues and outcomes.
• Ability to interpret complex reporting and workforce related data to troubleshoot and solve business issues.
• Proven ability to influence stakeholders and manage organizational change.
• Ability to interpret and present staffing and performance trends to leadership.

Requirements

• Bachelor’s degree in business, Operations Management, or related field.
• Eight plus (8+) years of workforce management or support operations experience.
• 1 – 2 years’ experience with developing reporting with T SQL.
• Experience in mortgage servicing or financial services is strongly preferred.

Tech Stack

• SQL

Benefits

• Comprehensive healthcare plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed.
• Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.
• Customized training programs to help you advance your career.
• Employee referral bonuses so you’ll get paid to help Carrington and Vylla grow.
• Educational Reimbursement.
• Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates.