Job Description


This employee will manage attendance, create and optimize schedules, setup new hire profiles, and oversee PTO requests.



  • Track attendance based on workforce management call in line and RTA observation for multiple teams/departments/sites.
  • Intraday real time monitoring of KPI’s for all workgroups and sites
  • Drive real time adherence to achieve maximum efficiencies.
  • Create schedules for all staff including trainings, meetings, breaks, lunches, and town hall events.
  • Setup new hire profiles in workforce management platform and linking CMS to reflect real time activity.
  • Actively optimizing staff schedules based on forecast, attendance, and planned events.
  • Routinely reviewing all current PTO requests.
  • Communicate changes to incoming call patterns to Sr Leadership



  • Excellent reasoning and research skills; the ability to see the "big picture" and manage the details.
  • The ability to follow instructions but work with minimal direct supervision.
  • Proficiency with Microsoft Windows-based computers and Microsoft Office software (Word, Excel, Outlook, etc.).
  • Excellent keyboard skills.
  • A solid work ethic, high integrity, a positive attitude, and strong attention to detail.
  • The ability to maintain professional conduct with people of any mood or personality type.
  • Ability to manage projects based on strict timelines (excellent time management).

Educational Requirements:

  • Bachelor's degree or equivalent experience

Who we are

Shellpoint Mortgage Servicing (SMS) is America’s 9th-largest third-party mortgage servicing company. What is mortgage servicing? Our clients are businesses that own mortgage loans (such as banks and real estate investment firms); on their behalf, we manage (or "service") their loan portfolios: We collect homeowners’ mortgage payments, pay homeowners’ tax and insurance bills, and help homeowners in default to get current.


Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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