Analyst II, Workforce Analyst

First National Bank of Omaha•Omaha, NE

1d•Hybrid

About The Position

Facilitates Customer Care forecasting and reporting with primary focus on the upcoming 90 days to best support the business needs of FNBO. Provides reporting and analysis on all metrics that drive the business. Provides expertise and guidance as the subject matter expert on the NICE Performance Management tool including engaging with managers, leaders and agents on best practices within the tool. Schedule: 8:0am to 5:00pm CST (Monday through Friday)

Requirements

Understanding of workforce management within production/contact center
Ability to extract, analyze and deduct what story the data is telling through strong data analysis acumen
Excellent communication and stakeholder management skills
Ability to present and relate work to front-line employees through leadership
Welcomes change and adapts to shifting business priorities and conditions
High School Diploma or GED
Expert in Microsoft Suite and data analysis tools
Strong organizational and analytical skills and the ability to manage multiple deadlines is required
Demonstrated effective time management skills
Previous working experience, 1-3 years, in workforce management team within production or contact center environment
High level of attention to detail and accuracy
Candidates must possess unrestricted work authorization and not require future sponsorship.

Nice To Haves

Previous experience in NICE CX One product suite

Responsibilities

Break out upcoming 90-day view from long term forecast by skill to determine appropriate business needs are met for resource allocation, customer and employee experience, and training.
Accountable for reporting needs and analysis of agent and skill performance to include - calls trends and behaviors, AHT, shrinkage categories and service performance at a partner/skill level.
Act as a subject matter expert on NICE Performance Management tool.
Stay up to date on workforce and performance trends across the industry.
Participate in conversation on new capability or configuration, bring forth ideas and best practices
Engage early and often with all managers for best use and enablement of the tool.
Provide regular read out of trends and recommendations of focus areas for greatest improvements.
Provide recommendations to leadership for agent KPIs by understanding budget drivers to drive overall Customer Care performance.
Monitor performance drivers against business changes & develop models to improve overall business performance.
Identify opportunities and benefits offered through skills-based routing, demonstrating the benefit of proposed changes through testing scenarios.
Identify and make recommendations to leaders.
Proactively make changes within scope of role.
Provide guidance on service channels, performance within channels, performance in multiple channels and analysis of performance once executed.
Deliver effective & accurate reports detailing key performance indicators with commentary on what the data is showing and clearly state all assumptions applied.
Accountable for ongoing Performance Management dashboard development and manager education and support.
Complete financial unit cost analysis by agent, manager, director, skill and tenure.