WFM Real Time Operations Lead

Huntington National Bank•Indianapolis, IN

5d•Onsite

About The Position

The WFM Real Time Operations Lead performs workforce management tasks including reporting, skilling and routing, short-term forecasting, and other operational activities. The role analyzes data, provides insights, and supports the WFM team to promote contact center performance and efficiency. The position may be located at any Huntington Bank corporate office within the Huntington Bank footprint. The listed workplace type is Office; specific work arrangements will be provided by the hiring team.

Requirements

Bachelor’s degree or at least 5 years of related experience.
At least 3 years of WFM experience.

Nice To Haves

Solid understanding of call center operations and experience using workforce management software.
Strong proficiency in analysis tools such as Excel and Tableau.
Strong analytical skills and attention to detail, with the ability to collaborate with call center leadership and colleagues to achieve operational objectives.
Proficiency with workforce management software such as Verint, Aspect, or Genesys.
Experience developing call volume forecasts and agent schedules in a multichannel contact center environment.
Excellent written and verbal communication skills.
Ability to multitask and work in a fast-paced environment.
Ability to identify continuous improvement opportunities and solutions.
Ability to prioritize multiple projects.
Strong proficiency with Microsoft Office Suite.
Experience with vendor management or partnerships.

Responsibilities

Generate and analyze workforce management reports.
Manage and support other WFM roles with skilling and routing assignments to optimize contact center performance.
Create and maintain short-term forecasts.
Document and maintain accurate headcount for all CSC employees.
Collaborate with business units to understand upcoming events, campaigns, and changes that may affect call volume and staffing requirements.
Assist in developing and implementing workforce management strategies.
Collaborate with team leaders and supervisors to address workforce-related issues.
Provide regular updates and recommendations to management.
Support other WFM functions as needed.
Participate in training and development opportunities to enhance workforce management knowledge and skills.
Perform other duties as assigned.