Intra-day Workforce Management Analyst in Jacksonville, Florida
Posted 08/29/21

THE TEAM YOU WILL BE JOINING:

  • A national top 25 provider of financial products and services for commercial and consumer clientele
  • Named one of the top three fastest-growing FinTech brands in the U.S. in 2020.
  • Company culture committed to community relations, corporate social responsibility, and innovation
  • Offers a full suite of products including mortgage lending, personal lending, and a variety of deposit and other banking products (savings, money-market, and checking accounts, certificates of deposit (CDs), and individual retirement accounts (IRAs)), self-directed and investment-advisory services, and capital for equity sponsors and middle-market companies.

 

WHAT THEY OFFER YOU:

  • Fast paced, highly collaborative, teamwork-oriented, and inclusive environment
  • Top-notch leadership committed to developing people
  • 100% remote for now, then will sit hybrid on-site three days/week in Jacksonville, FL when teams transition back to the office after October 2021(potential for 100% remote to extend past October)
  • Direct Hire opportunity paying $70k salary plus bonus with excellent benefits package!

 

WHY THIS ROLE IS IMPORTANT:

  • The primary function of this position is to monitor multiple skills to ensure business KPIs are met.
  • Work with Customer Service management to ensure adequate staff, contingency plans and workflow monitoring.
  • Make schedule adjustments as needed to meet call arrival patterns.
  • Manage Verint through the input of offline activities along with time off requests.
  • Responsible for monitoring and reporting agent schedule adherence using real time adherence software and ACD real-time displays.
  • Communicates with management any system issues impacting the call center and its’ performance.
  • Use Verint Impact 360 technology (Workforce Management software) to manage intra-day efforts along with maintaining schedules and skilling profiles for CC&E associates
  • Manage intra-day offline activities with the objective to achieve business goals such as ASA, Service Level and/or abandon rates
  • Manage call allocation between enterprise and vendors.
  • Recommend changes and adjust schedules based on day of workload/forecast shifts
  • Real-time management and people movement for multiple LOBs and different work types to ensure service levels are met across all groups
  • Performance tracking and ad hoc reporting for multiple contact types utilizing Verint, CMS, and other tools
  • Provide support to Operations via best practices and knowledge of Verint, CMS, and other tools
  • Work closely with Leaders and their direct reports on identification and resolution of business opportunities related to workforce optimization and productivity improvements
  • Proactively develop and foster relationships with site teammates and partners from other locations
  • Identify actions and steps needed to accomplish team objectives and complete initiatives, calling out any risks to the same
  • Approve and implement overtime and volunteer time off intra-day.

THE BACKGROUND THAT FITS:

  • BS/BA in business administration preferred
  • 3+ years of direct experience in contact centers
  • 2+ years of hands-on experience with workforce systems such as Verint (Impact 360), Avaya, CMS Supervisor, and Genesys
  • Experience in oversight of WFM processes from beginning to end, preferably in a multi-site and multi-contact type environment
  • Solid understanding of intra-day processes and requirements
  • Knowledge of Power BI or similar application
  • Proficient in Excel, working knowledge with other MS Office applications
  • Organizes and presents data in an organized and logical fashion
  • Possess the professional experience and aptitude to address escalated issues with a positive outcome.
  • Ability to multi-task while working in an environment with constant interruptions.
  • Ability to work collaboratively and efficiently with people at all levels of the business
  • Commitment to teamwork, resolving conflicts productively, and developing long-term relationships
  • Demonstrates strong analytical and organizational skill set and maintains high level of attention to detail and accuracy
  • Less than 10% travel
  • Shift Availability: 8-5PM EST & 1-10PM EST (rotational weekends required)
  • Ability to periodically work evening or weekend shifts to support 24x7 operation
  • Employee Type: Direct Hire
  • Location: Jacksonville, Florida
  • Category: Human Resources
  • Date Posted: 08/29/21
Apply Today!
Apply Today!

Apply Today!

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