Scheduling 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:
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