Scheduling 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:

  • This role will be responsible for all processes encompassing Workforce Management including but not limited to scheduling, forecasting, and real-time management for the Customer Care & Experience team.
  • Responsibilities also include conducting data and schedule analyses for multiple work types and lines of business.
  • This position will partner with other analysts and teammates to optimize efficiencies across the organization and support a great experience for the company’s associates and customers.
  • Use Verint Impact 360 technology (Workforce Management software) to maintain schedules and skilling profiles for CC&E associates Improve scheduling efficiencies using Verint and other tools
  • Develop efficient staff schedules that achieve business goals such as ASA, Service Level and/or abandon rates
  • Recommend changes and adjust schedules based on workload/forecast shifts
  • 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.

 

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 the capacity planning process and staffing requirements
  • Knowledge of Power BI or similar application
  • Proficient in Excel, working knowledge with other MS Office applications
  • Ability to organize and present 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
  • Flexibility to travel less than 10%
  • Ability to periodically work evening or weekend shifts to support 24x7 operation

#LI-CC1
  • 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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