Workforce Management Real Time Analyst - Work from Home United States
Flagstar Bank N.A

Job Summary
The Workforce Management Real Time Analyst will be responsible for managing real time monitoring of our Customer Engagement Center teams. The Real Time specialist will also be responsible for monitoring real time call volume trends, real time schedule adherence, queue management, and updating on/off phone status for agents. The WFM Real Time Analyst will provide WFM forecasting, scheduling, and reporting support as needed. Must have schedule flexibility based on business need. The schedule for this WFM Real Time Analyst is M-F 10:30am-7pm with occasional Saturdays required.

Pay Range: $47,500.00 - $67,500.00 - $87,500.00

Job Responsibilities:

Real Time Monitoring

• Develop overtime/VTO requirements, communicate FMLA/LOA impacts, assist with PTO allocations per team, monitor and schedule exceptions (such as team meetings, compliance training, etc.) to ensure daily service level objectives are met.
  
• Monitor intra-day volumes to ensure compliance to business needs and make real time forecasting and scheduling decisions to ensure Customer Engagement Center KPIs are met.
  
• Schedule off-phone activities based on staffing capacity.
  
• Identify trends and potential risks that may arise throughout the day; partner with leadership to implement mitigation strategies.
  
• Update and maintain attendance information in the Workforce Management applications and/or other designated software as identified by leadership; ensure all employees' hours worked are accurate.
  
• Assess and improve efficiency within the department regarding call types, schedule adherence and quality assurance levels.
  
• Assist with crafting the short-term forecasting models, including volume, productivity, non-productive time, and full time/part time staffing mix.
  

Reporting & Special Projects

• Assist with creation of metrics and targets for services.
  
• Learn about various reporting created by the Reporting team; provides cross-functional support to other areas within the team when applicable.
  
• Beta-test newly acquired or developed software for the purpose of communicating functionality and usage.
  
• Continuously seek opportunities to build knowledge of WFM scheduling tool; share knowledge gained with the management team to drive improvement in performance and metrics attainment.
  
• Troubleshoot limited technical tasks necessary for creating and completing work schedules, coordinate with other departments, including Information Technology and Telecom, to troubleshoot more advanced technical defects.
  

Other Workforce Management & Analytics Responsibilities

• Participate in monthly and/or quarterly meetings with department management to identify scheduling needs.
  
• Help with the integration and implementation of new call center technologies.
  
• Create business correspondence and procedure manuals. Document all processes and provides written documentation for all changes made to forecasts.
  
• Research call center scheduling best practices. Identify opportunities to improve current scheduling methodology and produces recommendations and proposals for management.
  
• Undertake self-development activities on a monthly basis.
  
• Organize and maintain data in several applications, including Verint Impact 360 and Excel.
  

Job Requirements:

• HS Diploma, GED or Foreign Equivalent
  
• Extensive experience in workforce management with Impact 360 or other workforce management application
  
• 3+ years call center experience required
  
• Experience in workforce management with Impact 360, Nice WFM, or other workforce management application preferred
  
• Bachelor's degree preferred
  
• Ability to effectively partner with business unit managers to identify and modify staffing and scheduling needs
  
• Comprehensive knowledge of Microsoft Office Suite, particularly Word, Excel, and PowerPoint
  
• Ability to perform software administration and monitor for training, time off and scheduling of agents
  
• Ability to effectively explain technical issues and concepts to a non-technical audience
  
• Must be team-oriented and highly organized
  
• Must be detail-oriented
  
• Good sense of urgency - dedicated to meeting expectations and requirements
  
• Ability to manage multiple priorities with little or no direction
  
• Able to easily adapt to changes, challenges as well as facilitate requests.
  
• Exceptional customer service and interpersonal skills.
  
• Ability to work occasional extra hours, including weekends, as business demands dictate
  
• Experience creating and maintaining work schedules in an inbound/outbound call center environment with multiple service level goals preferred
  
• Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar's internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.
  

Internal Use Only - Job Band G

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