Job Description
Selene Holdings is a multiple-lines business financial services firm with a mortgage servicing company, a loan diligence company, a title company, an insurance brokerage, and a real estate owned company. We have office locations in Dallas, TX, Jacksonville, FL, and Salt Lake City, UT. Founded in 2007 to address needs in the mortgage industry, Selene strives to provide amazing client and borrower experiences. A positive attitude coupled with proven creative thinking and actions are all attributes we seek in every one of our employees. If you want to make a difference, then Selene is the place for you! The Telephony Data Analyst is responsible for delivering actionable contact center reporting, analytics, and business intelligence that support operational decision-making, workforce optimization, and performance management. This role serves as a key partner between Contact Center Operations, Reporting & Analytics, Technology, Workforce Management, and Leadership teams to ensure the organization has timely, accurate, and meaningful data to effectively manage the business. Based on the meeting discussion, the role is intended to provide ad hoc reporting, support automation of operational reporting, deliver insights to contact center leadership, and partner with technology and reporting teams to define and implement reporting requirements. The ideal candidate combines strong analytical skills, contact center operational knowledge, and technical reporting capabilities to translate business questions into data-driven solutions. This position will play an integral role in developing scalable reporting frameworks, identifying operational trends, and supporting strategic initiatives through meaningful analytics. Essential Duties and Responsibilities Reporting & Analytics Develop, maintain, and distribute operational reports, dashboards, and scorecards supporting Contact Center leadership. Provide ad hoc reporting and analysis to support business decisions, operational initiati
