Workforce Analyst I

Are you interested in project management and acting as a project lead? Our team is a highly-collaborative inclusive environment where we value relationship-building, strategic thinking and solution-oriented members.

As a Workforce Analyst on our Change the Bank team within Workforce Planning, you will have the opportunity to lead processes and projects. Your role will be crucial in aligning business resources to meet key performance standards, all while ensuring we deliver the highest level of service to our customers. We value your contribution and look forward to your strategic input in our team.

Job Responsibilities:

• Manage projects and may be required to act as a project lead
• Provide strategic direction and support of Workforce Planning disciplines including scheduling, forecasting, and real-time adherence
• Participate in projects and provide subject matter expertise
• Support process improvements and best practice identification through increased level of experience
• Use of tools like Alteryx, Tableau and Python
• Understanding of Statistical concepts – Probability, Hypothesis Testing
• Perform root cause and trending analysis of historical performance, to identify areas of opportunity and make strategic recommendations
• Analyze trends, Seasonality and Lead efforts to execute changes to optimize service levels and staffing

Required Qualifications, Capabilities, and Skills:

• Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practices
• Ability to demonstrate leadership capabilities & Excellent follow-up skills
• Experience in Alteryx, Tableau or Basic Developer skills
• Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time, and prioritize to complete a project/task
• Must be flexible with work schedule to accommodate business needs
• Comfortable with a fluid business environment, changing job priorities, and working with people at a variety of levels internally and externally with the ability to work independently and/or in a group
• Strong skills in MS Excel, Access, PowerPoint, and SQL
• Ability to work in a consistently fast-paced, high-volume, high-stress environment with the ability to work independently and in a group

Preferred Qualifications, Capabilities, and Skills:

• 3+ years’ experience working in large call center, multi-site, or similar environments
• 3+ years’ experience processing, forecasting, staffing, scheduling, and/or project management
• Proficient knowledge and understanding of Workforce Planning platforms and practices, both internal and cross-LOB’s required
• WFM experience or knowledge
• Working knowledge of telephony/call routing and workforce platforms
• Knowledge of basic Statistical concepts, Data Science, and Analytical experience with certifications