Manager of Workforce Management in Charlotte, North Carolina
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 $95-105k salary plus bonus with excellent benefits package!
WHY THIS ROLE IS IMPORTANT:
This position will design, create and implement the strategic vision for the Workforce Management team in the Investment line of business.
Primary responsibilities include creating, maintaining and validating models used to assist the investment line of business with workforce management activities and implementing all aspects of workforce management (forecasting, staffing, scheduling, real-time management adherence, variation, analytics, etc.) into the culture at our company.
This position will also create and implement strategies that support our continued effort to develop resource modification solutions in all areas of the enterprise as it pertains to the utilization and productivity of our staff.
Builds and maintains capacity plans for multiple lines of business, across internal and supplier sites
Partners with analytics in reviewing forecast inputs and results
Builds and maintains monthly, weekly, and interval volume forecasts for all channels across internal and supplier sites
Partners with finance teams to provide inputs to plan for annual financial forecasts, revised financial forecasts, as well as monthly accruals and updates based on staffing changes
Performs analysis to develop scenarios and sensitivity analysis to inform business teams in decisioning changes to capacity plans, schedules, and associate goals to achieve key metric performance
Partners with other WFM Functions (Real Time management, Exception Management, attendance, scheduling, etc) to monitor metric performance to inform capacity plan assumptions.
Facilitate monthly capacity plan reviews with business teams, including customer care operations, recruiting, human resources, training, and QA
Develop Power BI reporting in support of capacity plan and analysis reporting
THE BACKGROUND THAT FITS:
Bachelor’s degree required
Advanced excel skills required
3+ years direct experience developing and managing capacity plans for contact centers
Experience in developing and managing capacity plans for operations units desired
Power BI experience desired
Hands on experience using Verint
Excellent verbal and written communication and presentation skills are required with the ability to effectively influence across a diverse stakeholder base
Strong analytical and problem-solving skills required
Proven ability to deliver results in a highly complex matrix environment