Workforce Analyst (2773) in Coppell, TX at Mr. Cooper

Date Posted: 7/19/2018

Job Snapshot

  • Employee Type:
  • Location:
    Coppell, TX
  • Job Type:
  • Experience:
    Not Specified
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Job Description

Ready to be a Cooper too? This might just be right up your alley!

We’re here to keep the dream of home ownership alive. Oh, and while we’re at it, we’re determined to change the lending industry itself. It’s simple, but it won’t be easy. And we’ll need a great team behind us. (That’s where you come in.) We want to show the world that transparency, candor and collaboration aren’t just good values. They’re good business. Working here isn’t for people who want to punch a clock. It’s for people who want to punch a hole in the status quo. Come join us. And make a difference instead of just a living.

The Workforce Analyst is responsible for day-to-day execution and monitoring of inbound call performance, inbound and blend application changes, ad-hoc data analysis, production of daily reports, troubleshooting of production issues, and operations support of multiple call centers and diverse groups.



  • Design and maintain reporting agent level scorecards within WFM application
  • Administration of Workforce Management Software (Verint, IEX, etc)
  • Track, analyze and report center and agent performance with reports from Verint/IEX and ACD
  • Analyze and report historical data and trends and develop forecast models


  • Graduation from a 4-year college or university with major course work in a discipline related to the requirements of the position is preferred.  Will consider the equivalent combination of job experience & education that demonstrates the ability to perform the essential functions of this job.
  • Minimum (2) two years of call center experience
  • Minimum (2) two years of workforce management experience or equivalent
  • Proficient in SQL
  • Proficient in MS Word, MS Excel, MS PowerPoint
  • Strong mathematical, analytical, communication, and organization skills
  • Self-motivated and must excel in a minimally managed position high profile position
  • Knowledge of call center fundamentals
  • Previous experience with ACD reporting and administration experience desired

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United States of America

Posting Organization:

Mr. Cooper

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