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Workforce Management Analyst-Service Finance - Military Veterans

Company: Truist Financial Corporation
Location: Boca Raton
Posted on: November 26, 2022

Job Description:


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Regular or Temporary:


Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

The Workforce Management Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial. This position requires some evening and weekend availability as business needs arise.

position is onsite, not remote


Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

1. Generates and releases schedules, and participates in the creation and implementation of new scheduling strategies. Takes proactive steps to ensure schedules match the arrival of calls or offline work (email/chat/survey/sms) queues to include recommending solutions to Operations team, adjusting shifts and/or reprioritizing agent activities

2. Analyzes and determines best time to conduct off-line activities while maintaining service/productions levels

3. Monitors real-time service levels, queue volume, and agent availability to support service level targets. Realigns resources in real-time to optimize coverage and service level needs

4. Coordinate the sensible implementation of staff scheduling requests including swaps, PTO approval, leaves of absence; working to maintain a balance between employee needs and volume demands for the Supervisor's ultimate approval

5. Maintains documentation of root causes of service level disruption for forecasting accuracy

6. Produce daily, weekly and monthly reports concerning specified departmental staffing, budgeting and efficiency metrics

7. Provide accurate and timely reports for monthly performance monitoring

8. Performs additional tasks as required or assigned


Required Qualifications:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Excellent communication, verbal and written; as well as, interpersonal skills with the ability to effectively listen and communicate valuable recommendations and complex information in a clear and concise manner


Extensive related experience may be interchanged with the education requirement.

Minimum of two (2) years of experience working in a call center environment.

Strong critical thinking and analytical skills. (Can easily spot trends)

Results oriented, motivated and ability to multi-task to drive simultaneous projects

Ability to maintain confidential information

Ability to prioritize multiple assignments and meet all deadlines with minimal supervision

Microsoft Office: Outlook, Word, Excel, PowerPoint, SharePoint

Workforce Management experience working in an inbound contact center setting

Forecasting and scheduling experience working in an inbound contact center setting is required

Advanced Microsoft Excel: Formulas, filters, pivot tables, imports/exports data from multiple sources

Knowledge of contact center metrics, agent behavioral trends (shrinkage), and other factors that affect queue and adherence reporting

Preferred Qualifications:

1. Associate degree preferred.

2. Prefer experience in a multi-channel business to consumer retail contact center with responsibilities for all current forms of customer contacts, including phone, chat, email, survey response and social media interaction

3. Excellent verbal, presentation, written and interpersonal communication skills.

4. Functions independently in relation to decision making, planning, analysis, and problem resolution with input from appropriate leaders.

5. Strong computer literacy with a working knowledge of call center telephony system(s).

6. Ability to work collaboratively in a complex group environment.

7. Perform effectively in a complex changing environment.

Truist supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Truist is a Drug Free Workplace.

EEO is the Law Pay Transparency Nondiscrimination Provision E-Verify

See Job Description

Keywords: Truist Financial Corporation, Boca Raton , Workforce Management Analyst-Service Finance - Military Veterans, Executive , Boca Raton, Florida

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