Accountabilities - Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
- Monitor, analyze, recommend and manage efficiency actions to improve resource utilization, service levels, overtime management, staff costs; striving for accomplishments that result in optimization of productivity and efficiency.
- Make real time decisions based on pre-set parameters to ensure resource mix, skills and FTE are appropriate to meet current and future demand, service level agreements and KPIs.
- Assist with planning work hours, breaks, training, and meetings, in collaboration with Supervisors and Managers and Workforce Junior and Senior Analysts.
- Actively monitor and react to changes in the Client Experience Center volume, absenteeism and other operational factors quickly and effectively and escalate where necessary to Supervisor/management/WFM.
- Develop and maintain effective working relationships by liaising with leaders, Workforce Junior Analyst, Workforce Senior Analyst and other Client Experience support areas; update stakeholders on TSF impacts, levers and actions.
- Analyze historical inbound call patterns, TSF, etc. to create short term forecasts and explain variances.
- Perform real-time monitoring of inbound queues and outbound dialing activities, schedule adherence reviews, trending reports analysis and attendance management based on threshold guidelines.
- Maintain efficient use of staffing resources to respond to short-term call volume demands by adjusting current day schedules, i.e. adjusting break and/or lunches, offering overtime, voluntary time off, etc.; if needed bring in extra agents to maintain the accepted service level and inform Workforce Junior Analyst and Workforce Senior Analyst of the changes in a timely manner.
- Promptly address requests made for scheduling adjustments from staff.
- Providing prompt feedback on issues escalated to both Internal and External customers.
- Promptly address requests scheduling adjustments to improve coverage.
- Advise Agent(s) of changes to the schedule in a timely manner.
- Identify, recommend and develop solutions for business process deficiencies, staffing plan development challenges, and staff performance management pertaining to adherence and attendance, etc.
- Manage special conditions within the framework of a Business Continuity Plan.
- Assign and reassign skills based on call volumes and workload Optimize breaks, lunches and offline activities.
- Set schedule & adjust on real time based on business needs.
- Monitor adherence and report on KPIs.
- Escalate, track, and follow up for resolution any system issues that may impact Client Experience Center operations.
- Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
- Actively pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.
- Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
- Champions a high-performance environment and contributes to an inclusive work environment.
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