Workforce Analyst

As a Workforce Management team provides workforce products, technologies, scheduling, forecasting and real time support for the CIB Solution Center and Commercial Card contact centers. The Workforce Analyst Role is responsible for the real time monitoring of day-to-day service levels for multiple LOB s as well as aligning business resources (our employee schedules) to ensure the line of business achieves key performance standards while maintaining the highest level of service to our call-center specialists.

Job Responsibilities

• Real time monitoring of service level
• Identify need to increase or decrease off-phone time and employee movement in order to optimize service levels, communicate changes to call center management, and then implement changes as required
• Plan and influence the participation of all off-phone activities for specialist meetings, coaching, and department initiatives.
• Maintain real time schedules and complete real time analysis
• Complete real time segment entry of incoming requests within predefined guidelines that require analysis of service level
• Facilitation of daily status calls with the business
• Tier 1 troubleshooting for business interruption and escalation as appropriate
• Perform root cause and trending analysis using historical performance of knowledge groups to identify areas of opportunity and make strategic recommendations
• Provide service level oversight, ensuring that service level strategies across sites/queues /business functions are complimentary and support overall business strategy
• Perform advanced root cause analysis to identify areas of opportunity and make strategic recommendations to leadership

Required qualifications, capabilities and skills

• 4+ years experience working in large call center, multi-site, or similar environments
• 2+ years experience in workforce management role
• Experience with Praesto, RTP/Pulse systems, and Webstats
• Collaboration, communication, and presentation skills required
• College degree or similar work experience preferred
• Show high levels of professionalism and confidentiality at all times
• Knowledge and understanding of Workforce Planning platforms and practices, both internal and cross-LOB s required

Preffered qualifications, capabilities and skills

• Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practices
• Ability to demonstrate leadership capabilities
• Excellent written and oral communication skills
• Strength in quantitative analysis, critical thinking, problem solving, and innovation
• Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time, and prioritize to complete a project/task
• Must be flexible with work schedule to accommodate business needs
• Comfortable with a fluid business environment, changing job priorities, and working with people at a variety of levels internally and externally with the ability to work independently and/or in a group