Intra-day Workforce Management Analyst in Jacksonville, Florida
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