Manager, Business Support Services Workforce

Manager, Business Support Services Workforce at Carrington in Boise, Idaho, United States Job Description Come join our amazing team and work remote from home! The Business Support Services Workforce Manager is responsible for leading workforce planning and operational readiness for a multi-channel mortgage servicing organization. Oversees capacity forecasting, scheduling, and real-time management to ensure service level commitments are consistently achieved. Perform all duties in accordance with the company's policies and procedures, all US state and federal laws and regulations, wherein the company operates. The target pay for this position is $115,000.00/yr - $135,000.00/yr plus annual bonus. What you'll do: + 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 ana

Job Posting:

JC291496924

Posted On:

May 07, 2026

Updated On:

May 07, 2026