WFM Real Time Operations Lead
About The Position
The WFM Real Time Operations Lead is responsible for workforce management activities including reporting, skilling and routing, short-term forecasting, and other operational support. The role analyzes data, provides insights, and supports the WFM team to promote contact center performance and efficiency. It can be located at any Huntington Bank corporate office within the Huntington Bank footprint. The position is classified as exempt from overtime pay. Specific work arrangements are provided by the hiring team; the company describes an office-based approach that may allow flexible arrangements for certain positions.
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.
- Ability to work collaboratively with call center leadership and colleagues to achieve operational objectives.
- Proficiency in workforce management software such as Verint, Aspect, or Genesys.
- Experience developing call-volume forecasts and agent schedules in a multi-channel contact center environment.
- Excellent written and verbal communication skills.
- Ability to multitask 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 the assignment of skilling and routing processes 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.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
