Are you ready to join the team that is responsible for identifying the needs of call-center lines of businesses and optimizing service levels in real-time? Our team is a highly-collaborative inclusive environment where we value relationship-building, strategic thinking and solution-oriented members.

As a Workforce Senior Specialist II on the Real-Time Adherence team within Workforce Planning, you will be responsible for the real-time monitoring and day-to-day service levels for multiple lines of businesses under Consumer & Community Banking.

Job Responsibilities:

• Entering and reporting schedule and exception activity, providing management with performance reports relating to forecasting, scheduling, service level and specialist performance, while using e Workforce Management (eWFM), Real Time Adherence (RTA), and/or other various software applications to perform duties. Real time monitoring of service level.

• Identify need to increase or decrease off-phone time and employee movement in order to optimize service levels, communicate changes to call center management, and then implement changes as required

• Plan and influence the participation of all off-phone activities for specialist meetings, coaching, and department initiatives.

• Maintain real time schedules and complete real time analysis

• Facilitate daily status calls with the business

• Supports business with Tier 1 troubleshooting for business interruption and escalation as appropriate

Required Qualifications, Capabilities, and Skills:

• 2+ years’ experience in Workforce as an Real Time Analyst.

• Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practices

• Excellent written and oral communication skills

• Strength in quantitative analysis, critical thinking, problem solving, and innovation

• 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

• High proficiency in Microsoft Office products (Excel, Word, PowerPoint, etc.)

Preferred Qualifications, Capabilities, and Skills:

• Proficiency with eWFM scheduling software and/or WFO

• Experience with Automatic Call Distribution (ACD) and/or Call Management System (RTP/Pulse) systems and reports

• College degree or similar work experience preferred.

• Preferred skills like VBA, Macro, Tableau & Alteryx.