Workforce Management Analyst

Company: Santander Bank
Location: Mesa
Posted on: June 7, 2021

Job Description:

Apply Req ID: odycffwW Date posted 04/28/2021

Description

The Workforce Management Analyst, Interfaces and manages the capacity planning, forecasting, scheduling, real time monitoring, call routing for Santander Consumer Customer Care Centers. You will also serve as a primary point of contact for internal business partners. The analyst will also provide interval level staffing plans and the associated schedules to ensure service level attainment.

RESPONSIBILITIES:

• Identify critical trends in data, assess associated business impact, and optimize efficiency of Operations through process improvement
• Collaborate with multiple business partners on an ongoing basis
• Provide oversight for simultaneous workforce related projects
• Allocates appropriate resources to all efforts and ensures initiatives are delivered on time
• Accountability for accuracy of all reporting and analysis completed in the department
• Optimizing contact center agent skilling for optimal call delivery in a multi-skill environment

REQUIREMENTS:

• Bachelors degree in business discipline (Finance, Management, etc.) or Math
• 5+ years of Workforce Management or Capacity Planning experience
• Experience in a global multi-site center.
• Expert level knowledge of workforce management software (IEX, Aspect eWFM, Verint/Blue Pumpkin or Genesys)
• Advanced level knowledge of call routing process and technology on Avaya or Cisco platform
• Ability to demonstrate advanced level understanding of all workforce concepts including capacity planning, short term forecasting, scheduling, real time monitoring, and contact center routing
• Demonstrated ability to coach to results and improve performance and behavior of direct reports
• Proven experience providing project and change management for multiple, simultaneous department and cross-functional projects
• Demonstrated ability to synthesize quantitative data into easy to understand and actionable recommendations through a consulting mindset
• Expert level knowledge of Microsoft PowerPoint and Excel

PREFERRED EXPERIENCE:

• Experience in developing and delivering capacity plans for third party partners (workforce)
• Experience in managing third party partner relationships (workforce)
• Experience creating and/or managing top down and bottoms up budgeting models
• Intermediate level SQL and data mining skills to include ability to write and edit queries. Understanding of database relationship/or database management
• Experience with BPO or Third party outsourcing
• Six Sigma certification (green, yellow, or black belt)
• Project management certification (PMP)

Keywords: Santander Bank, Mesa , Workforce Management Analyst, Other , Mesa, Arizona