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Workforce Analyst (Scheduler)

Req #: 180011797
Location: Westerville, OH, US
Job Category: Operations
Potential Referral Amount: US Dollar (USD)

As the Workforce Analyst within the Operations Infrastructure Workforce Management Team for Consumer and Community Banking (CCB), you provide analysis and research that will provide a basis for schedule creation to maintain staffing level objectives. The Workforce Management team is responsible for the planning and scheduling of Call Center Specialists supporting the CCB Contact Centers.

 

Duties:

  • Partner with Site Operations, Training, Forecasting to reach SVL goals
  • Report, monitor, track and analyze SVL performance, including future projected performance - pull levers for SVL management & engage management, including determining overtime needs and off phone activity
  • Evaluate and analyze historical trends to make strategic/tactical operations plans related to staffing needs
  • Partner with leadership team to provide continuous improvement of department process/procedures
  • Monitor real-time performance statistics, adding/adjusting schedules to secure staffing requirements
  • Lead and participate in workforce management meetings as needed
  • Identify/research service level risks based on forecasts for problem resolution and management notification
  • Analyze interval forecasted call volume to create optimal schedules to meet interval staffing level objectives
  • Develop and maintain schedules for all events (adjustment, training , meetings, etc)
  • Answer emails from managers/leads/agents and adjust schedules as needed
  • Ensure the accuracy/timeliness of segment entry requests and skill changes. Schedule, communicate, and process off-phone events such as team meetings, training, etc
  • Develop and monitor internal control reports to identify/correct processing errors
  • Provide mentoring to peers/new hires
  • Provide process education to leadership when appropriate
  • Complete and communicate group allowance reviews and updates
  • Ability to advance to a leadership role within 12-18 months

  

Skills:

  • Advanced knowledge of Call Center Operations and Workforce Management
  • Advanced knowledge of Contact/Call Center metrics
  • Strength in quantitative analysis, critical thinking, problem solving and innovation
  • Able to creatively solve problems through critical thinking
  • Comfortable with ever-changing business environment and changing job priorities
  • Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time and prioritize tasks to complete a project
  • Must be flexible with work schedule to accommodate business needs
  • Ability to adapt quickly to change - strong change management
  • Ability to work in a consistently fast paced environment
  • Excellent follow-ups skills
  • Must be able to work independently and in a group environment 
  • Strong skills in Microsoft Office products (Excel, Work, Powerpoint etc)
  • Experience with collaboration, communication and presentation skills required
  • Qualifications:
     
    • 2+ years or more experience in working in a large call center or similar environment
    • 3-5 years experience processing, forecasting, staffing and scheduling required
    • Basic skills with Analytical/Data Mining Systems (i.e., Tableau, SQL) preferred
    • Experience with collaboration, communication and presentation skills required
    • Basic knowledge of telephony/call routing and workforce platforms
    • Strong understanding of cross-LOB Workforce Management practices
    • General understanding of Project Management best practices
    • 3-5 years experiencing using Aspect, eWFM, Avaya CMS or equivalent WFM Scheduling tools
    • College degree or similar work experience preferred
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