Workforce Management Analyst
About The Position
The Workforce Management Analyst will compile and analyze data from Workforce Management systems and other sources to support staffing and operational decisions. This role involves forecasting call volume, workload, and staffing needs based on historical trends and business requirements. The analyst will develop and manage work schedules for approximately 400+ employees, making daily adjustments based on attendance, call volume, and operational activities. They will also troubleshoot scheduling issues, monitor queues and agent adherence in real time, analyze daily performance metrics, and provide ad-hoc reports to management. The position requires recommending solutions to improve workflow efficiency and achieve service level goals, assisting Workforce Management Specialists, and ensuring compliance with state and federal regulations.
Requirements
- Bachelor’s Degree or equivalent work experience required
- 1+ years of progressively responsible workforce management experience within a financial institution, including forecasting, scheduling, capacity planning, and real-time operations required
Nice To Haves
- Experience supporting multi-channel environments, including voice, digital, and chat channels, in a fast-paced, customer-focused organization preferred
Responsibilities
- Compile and analyze data from Workforce Management systems and other sources to support staffing and operational decisions.
- Forecast call volume, workload, and staffing needs based on historical trends and business requirements.
- Develop and manage work schedules for approximately 400+ employees, adjusting daily based on attendance, call volume, and operational activities.
- Troubleshoot scheduling issues related to breaks, lunches, and time-off requests; coordinate approvals based on business needs.
- Monitor queues and agent adherence in real time throughout the day; collaborate with supervisors to address deficiencies.
- Analyze daily performance metrics, including logon time, talk time, average handle time, calls handled, transfers, and schedule adherence.
- Provide analysis for ad-hoc reports requested by management (e.g., Quarterly Business Review).
- Recommend solutions to improve workflow efficiency and achieve service level and wait time goals.
- Assist Workforce Management Specialists as needed and support training initiatives for new products or process improvements.
- Ensure compliance with state and federal regulations, including labor laws, bank secrecy, and anti-money laundering requirements.
Benefits
- Comprehensive compensation package
- Well-being and work-life balance
- Career development and growth
- Rewards and recognition
- Commitment to Diversity, Equity and Inclusion
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
