Workforce Analyst

Role Overview: As a member of the Workforce Management team, you will provide workforce products, technologies, scheduling, forecasting, and real-time support for the CIB Solution Center and Commercial Card contact centers. Your primary responsibility as a Workforce Analyst will be to monitor service levels in real time for multiple Lines of Business (LOBs) and ensure efficient allocation of business resources, specifically employee schedules, to meet key performance standards while delivering top-notch service to call-center specialists. Key Responsibilities: - Monitor service level in real time and adjust off-phone time and employee movement as needed to optimize service levels - Plan and coordinate off-phone activities such as specialist meetings, coaching sessions, and department initiatives - Maintain real-time schedules and conduct analysis to ensure adherence to predefined guidelines - Conduct daily status calls with the business to provide updates - Troubleshoot Tier 1 issues for business interruptions and escalate when necessary - Analyze historical performance data to identify trends and areas for improvement, making strategic recommendations to leadership - Provide oversight on service levels across sites/queues/business functions to align with overall business strategy - Perform advanced root cause analysis and make strategic recommendations based on findings Qualifications Required: - 4+ years of experience in a large call center, multi-site, or similar environment - 2+ years of experience in a workforce management role - Proficiency with Praesto, RTP/Pulse systems, and Webstats - Strong collaboration, communication, and presentation skills - College degree or equivalent work experience preferred - Demonstrated professionalism and confidentiality - Knowledge of Workforce Planning platforms and practices across different LOBs (Note: Omitting the additional details section as it is not present in the provided job description),