As a Workforce Management team provides workforce products, technologies, scheduling, forecasting and real time support for the CIB Solution Center and Commercial Card contact centers. The Workforce Analyst Role is responsible for the real time monitoring of day-to-day service levels for multiple LOB’s as well as aligning business resources (our employee schedules) to ensure the line of business achieves key performance standards while maintaining the highest level of service to our call-center specialists. 

Job Responsibilities:

Real time monitoring of service levelIdentify need to increase or decrease off-phone time and employee movement in order to optimize service levels, communicate changes to call center management, and then implement changes as requiredPlan and influence the participation of all off-phone activities for specialist meetings, coaching, and department initiatives.Maintain real time schedules and complete real time analysisComplete real time segment entry of incoming requests within predefined guidelines that require analysis of service levelFacilitation of daily status calls with the businessTier 1 troubleshooting for business interruption and escalation as appropriatePerform root cause and trending analysis using historical performance of knowledge groups to identify areas of opportunity and make strategic recommendationsProvide service level oversight, ensuring that service level strategies across sites/queues /business functions are complimentary and support overall business strategyPerform advanced root cause analysis to identify areas of opportunity and make strategic recommendations to leadership

Required qualifications, capabilities and skills:

4+ years’ experience working in large call center, multi-site, or similar environments2+ years’ experience in workforce management roleExperience with Praesto, RTP/Pulse systems, and WebstatsCollaboration, communication, and presentation skills requiredCollege degree or similar work experience preferredShow high levels of professionalism and confidentiality at all timesKnowledge and understanding of Workforce Planning platforms and practices, both internal and cross-LOB’s required

Preffered qualifications, capabilities and skills:

Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practicesAbility to demonstrate leadership capabilitiesExcellent written and oral communication skillsStrength in quantitative analysis, critical thinking, problem solving, and innovationHighly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time, and prioritize to complete a project/taskMust be flexible with work schedule to accommodate business needsComfortable with a fluid business environment, changing job priorities, and working with people at a variety of levels internally and externally with the ability to work independently and/or in a group