Workforce Management Analyst - Remote

Flagstar Bank

1d • Remote

About The Position

The Workforce Management Analyst (WFM Analyst) is responsible for overseeing the daily operations of the Customer Engagement Center (CEC), ensuring optimal performance of client-facing teams. This includes monitoring call volume trends, schedule adherence, queue management, and updating teammate states within the NICE application. The WFM Analyst serves as a central coordinator within the contact center, assessing real‑time situations and taking appropriate actions to help ensure service levels are achieved while supporting both frontline teammates and leadership. In this role, the WFM Analyst will also build reporting skills and provide operational insights to Operations partners, with advancement opportunities into senior real‑time roles that focus on more complex analysis and reporting.

Requirements

• Education level required: High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent.
• Minimum experience required: 2+ Years in a high-volume contact center.
• Prior supervisory or related analytical experience.
• Clear and effective verbal and written communication skills.
• Strong problem-solving abilities, including the capacity to analyze issues and recommend solutions.
• Ability to manage multiple tasks and prioritize workload effectively.
• Flexibility and adaptability to changing business needs, procedures and technologies.
• Proficiency in using workforce management systems and contact center tools.
• Strong attention to detail and accuracy in managing schedules and reports.
• Ability to collaborate with cross functional teams and provide feedback to leadership.
• Demonstrated resilience and professionalism in high pressure situations.
• Demonstrates a strong ability to build and maintain effective relationships with stakeholders by communicating clearly, engaging in proactive collaboration, and leveraging cross functional insights.
• Aligns relationship building efforts with enterprise goals to accelerate performance and drive strategic results.
• Builds trusted client relationships, whether internal or external, by identifying needs and delivering tailored solutions to enhance the overall client experience.
• Fosters or supports a positive work culture and productive work environment, displaying importance of effective relationships with customers and stakeholders.

Nice To Haves

• Education level preferred: Undergraduate Degree (4 years or equivalent) in Business Administration or a related field.
• 1+ years of Workforce Management experience.
• Knowledge of real time monitoring, reporting and workforce management best practices.
• Microsoft Office Certifications.
• Working knowledge of NICE software suite.
• Experience contributing to enterprise wide or departmental initiatives.

Responsibilities

• Real Time Monitoring Monitor intra-day contact center traffic and team member activities, making real‑time assessments and decisions such as adjusting staffing levels, calling in additional resources, authorizing overtime based on business needs to maintain service levels and operational success.
• Manage the WFM inbox by evaluating, prioritizing, and responding to teammate requests and ensuring timely resolution.
• Support teammates through the WFM Hotline determining and implementing schedule or activity updates as needed based on real‑time operational conditions.
• Review, approve, and communicate Voluntary Time Off (VTO) requests in alignment with business needs.
• Update schedules, adherence events, and other daily activities for all client-facing teams.
• Partner with Operations Leadership to communicate opportunities and risks impacting daily performance providing real‑time insights and recommended actions
• Collaborate with the Managed Services team to support the ongoing success of onshore and offshore contact center teams, including communicating performance insights and identifying operational risks.
• Identify and escalate individual or team performance trends to leadership.
• Provide cross-functional support to Workforce Management projects and initiative.
• Troubleshoot technical issues related to scheduling tools, coordinating with IT and Telecom teams as needed.
• Continuously enhance knowledge of workforce management tools and share best practices to improve performance and metrics.
• Adhere to assigned work schedules, including designated meetings and events.
• Maintain flexibility to support business needs, including occasional evenings, weekends and holidays.
• Perform special projects, additional duties and responsibilities as required.
• Consistently adhere to regulatory and compliance policies and standards linked to the job as listed and complete required compliance trainings.
• Accountable to maintain compliance with applicable federal, state and local laws and regulations.

Benefits

• Flagstar provides teammates access to a variety of benefits including medical, dental, vision, life, and disability insurance, as well as a comprehensive leave program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED