Workforce Management Analyst-Call Center

Bank OZK•Columbus, OH

18h•Onsite

About The Position

Bank OZK is seeking a Workforce Management Analyst for its Call Center. This role is responsible for optimizing workforce resources to meet service level goals, operational efficiency, and customer experience objectives. The position involves forecasting contact volumes, developing staffing plans and schedules, monitoring real-time performance, and providing data-driven recommendations. The analyst will work closely with leadership to balance staffing needs, productivity, employee engagement, and service expectations. Bank OZK offers a comprehensive benefits package including generous PTO, 401(k) matching, health, dental, vision, and pet insurance, along with special perks and discounts.

Requirements

Bachelor's degree in Business, Finance, Operations Management, Statistics, Analytics, or a related field; or equivalent work experience required.
3+ years of experience in workforce management, scheduling, forecasting, call center operations or a related field required.
Knowledge of workforce management principles, scheduling methodologies, and call center operations.
Knowledge of forecasting models and workforce planning techniques.
Ability to analyze large data sets and identify meaningful trends and opportunities.
Strong analytical, organizational, and problem-solving skills.
Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
Ability to communicate effectively with all levels of the organization.
Strong attention to detail and accuracy.
Demonstrated strong proficiency in Microsoft Excel.
Ability to work independently while collaborating effectively with cross-functional teams.
Ability to utilize discretion and sound judgment in decision making and maintain confidentiality.

Nice To Haves

Experience in using workforce management software and reporting tools preferred.

Responsibilities

Analyze historical call volume, seasonal trends, and business initiatives to forecast workload and staffing requirements.
Develop and maintain workforce schedules that align staffing levels with projected service demands.
Monitor real-time call center performance and make staffing adjustments to address fluctuations in call volume, absenteeism, and operational needs.
Track schedule adherence, occupancy, shrinkage, and other workforce management metrics.
Prepare scheduled reports detailing operational performance, staffing effectiveness, and service level attainment.
Identify workforce trends and recommend process improvements to enhance efficiency, productivity, and employee satisfaction.
Collaborate with Call Center leadership to address staffing challenges, scheduling conflicts, and resource allocation needs.
Analyze key performance indicators (KPIs), including service level, average speed of answer, occupancy, adherence, abandonment rate, and customer experience metrics.
Maintain workforce management systems and ensure scheduling data is accurate and current.
Communicate schedule changes, staffing updates, and operational impacts to management and employees.
Participate in special projects related to workforce optimization, process improvement, and operational effectiveness.