Workforce & Client Retention Specialist

Republic Bank Careers•Louisville, KY

About The Position

This role is responsible for optimizing staffing, scheduling, and performance analytics to ensure the contact center operates efficiently while delivering an exceptional client experience. This role manages all aspects of workforce management, including forecasting, scheduling, and real-time analysis, as well as ownership of the bank’s client feedback programs (CSAT and FCR surveys). The position provides data-driven insights that guide staffing decisions, improve service levels, and enhance client retention strategies. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Requirements

Minimum 3 years of experience in contact center operations, workforce management, or analytics preferred.
Minimum of 3 years client service experience required.
Excellent communication and cross-functional collaboration skills.
Proficient in Microsoft Office Products and internet applications.
Tech savvy with knowledge of relevant Contact Center solutions and equipment required.
Must be self-motivated and also work in a team environment.
Requires a high energy level and strong sense of urgency.
Must be able to multi-task.
Ability to manage multiple priorities in a fast-paced environment.

Nice To Haves

Prior successful completion of Contact Center Career Progression program preferred.

Responsibilities

Develop and maintain short- and long-term forecasts for call volume, staffing, and shrinkage across all contact center channels.
Create optimized agent schedules that align with service-level targets, adherence goals, and business needs.
Monitor real-time activity in WFM tools to adjust staffing, breaks, and assignments for optimal coverage.
Collaborate with Leadership to align staffing plans with training, meetings, and system updates.
Make out-bound calls to clients as needed.
Analyze historical data to identify trends in call patterns, handle time, occupancy, and adherence.
Create and distribute regular reports and dashboards summarizing survey results, root cause analysis, and retention insights.
Prepare daily, weekly, and monthly reports on staffing efficiency, adherence, CSAT, and FCR.
Monitor, and manage all contact center survey programs, including Customer Satisfaction (CSAT) and First Contact Resolution (FCR).
Collect, analyze, and interpret survey data to identify trends, strengths, and areas for improvement.
Partner with Supervisors and QA to correlate survey results with agent performance and coaching opportunities.
Recommend strategies to improve satisfaction, reduce repeat callers, and increase client loyalty.
Identify process gaps impacting staffing efficiency or client satisfaction and propose actionable solutions.
Maintain a working knowledge of compliance requirements affecting your position and area of responsibilities and actively learn new regulations and assist in the implementation, if required.
Model and foster behaviors that support the Bank’s values and corporate culture creating an atmosphere of trust, cooperation, accountability, and dedication to the organization.
Willingly perform all other duties and projects as assigned.