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Freedom Mortgage Jr Call Center Analyst in Fishers, Indiana

Jr Call Center Analyst

  • Job ID:8472

  • Functional Area:Servicing

  • Employment Type:Full Time

  • Location:Fishers, IN

  • Department:Perf LS & Corr Ops Admin

  • Relocation Provided:No

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Position Description:


The Workforce Management Analyst is responsible for day to day management of command center operations. Including, daily telephony management, workforce & staffing-level management, data analysis, reporting and software administration. Successful candidates will be focused on solutions, perform at a high level in a fast-paced environment and excel in collaboration amongst a multi-level analyst team.


  • Identify and execute daily strategy adjustments or enhancements to drive contact center performance

  • Manage daily task execution within workforce management software suites

  • Create and deliver scheduled and ad-hoc reporting for management team, business partners, and key stakeholders

  • Ability to analyze and organize data in MS Excel (based on business need)

  • Provide trend analysis and feedback to command center leadership focused on improved business performance

  • Maintain daily schedule, adherence and activity within workforce management

  • Communicate with multiple lines, and levels, of business

  • Manage intra-day attendance communication line for contact center employees

Other Related Duties:

  • Performs other related duties as assigned.

Qualifications:To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Education and/or Experience:

High School Diploma or GED required

1 to 3 years professional experience (internship experience applicable)

Ability to learn multiple call center technology suites

Basic understanding of database structure and data analysis techniques

Strong attention to detail

Experience in call center environment preferred

Must be available for working hours between 7am and 10pm Eastern Monday through Friday and 8:30am to 6:00pm Eastern Saturday#CB#LI-EE1

Founded in Mount Laurel, NJ in 1990, Freedom Mortgage has since grown into one of the largest and fastest-growing privately owned full-service residential lenders in the USA. Licensed in all 50 states, Washington D.C., Puerto Rico and the Virgin Islands, Freedom Mortgage has over 5000 employees nationwide, proudly servicing $225.6 billion, and is still growing.

Our mission is to foster homeownership in America. Freedom is a leader in VA mortgage lending and is one of the mortgage industry’s largest philanthropic supporters of the USO and military families through its Team Freedom Cares philanthropic arm.

Locations include suburban Philadelphia and Fishers, IN, two regions where we were named Top Workplaces. We also have large operating centers countrywide, including these desirable markets: Beaverton , OR; Boca Raton, FL; Columbia, MD; Jacksonville, FL; Melville, NY; Plano, TX; San Dimas, CA; Tempe, AZ; Troy, MI and Woodbridge, VA.

If you seek a sense of community, top training, opportunity for advancement, a comprehensive benefits package and reward and recognition program, look no further.

Freedom Mortgage Corporation is an Equal Opportunity Employer committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, gender, sexual orientation, national origin, or their status as a protected veteran or an individual with disabilities. Local applicants encouraged to apply. Employment contingent upon successful completion of background investigation. Smoke-free workplace. Drug-free work environment. Excellent benefits package including medical, dental, vision and 401(k). All resumes are held in confidence. Only candidates whose profiles closely match requirements will be contacted during this search. LENDER NMLS ID:2767

Equal Opportunity Employer- Minorities/Females/Disabled/Veterans