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Job Description
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.