U.S. Bank Sr Real Time Analyst - Workforce Management in IRVING, Texas

Position Highlights:

  • The Real Time Analyst is responsible for the real-time monitoring of queues, ensuring the correct number of agents are available to answer forecasted volume of incoming calls across all queues and intervals within the contact center environment.

  • The Real Time Analyst will be accountable for monitoring critical business operations and performance indicators at an interval level in real-time.

  • Provides project release direction and support including research, analysis, review, development, and implementation and monitoring of new or revised systems.

  • Manage WFM mailbox and update schedules to reflect accurate intraday projections. Communicate verbally, written, and in person with management team when appropriate action needs to be taken.

  • Support intraday and short term schedule requests. Proactively analyze data and make recommendations/decisions based on data regarding meeting scheduling and other offline requests. Perform other duties and assignments as directed.

  • Tracks and reports progress on key metrics specific to functional area

  • Guide reduction of workforce during periods of low call volume by identifying overstaffed queues and initiating voluntary time off program to ensure cost-effectiveness of call center support strategy

  • Conducts regular audits of activities related to functional area and educates the team on quality errors (if applicable)

  • Proven planning and time management skills with the ability to deal with multiple demands on time and deal with ambiguity.

  • Understanding of Production Environment Metrics (such as Forecasting, AHT, Shrinkage, Service Levels, and FTE)

This candidate will be scheduled to work M-F 12p – 9p, and one Saturday rotation every 8 weeks.

Qualifications:

Basic Qualifications:

  • Bachelor's degree, or equivalent work experience

  • Eight or more years of experience in computer technology applications and analysis

  • Five or more years of experience in project management and leadership

Preferred Skills/Experience

  • Ability to conduct an analysis of business needs, including scheduling meetings, planning agendas, conferring with business line leaders, documenting and making verbal and written presentations

  • Proficient computer skills, particularly Microsoft Excel and Access

  • Excellent planning and organizational skills

  • Strong time management skills

  • Strong analytical and problem-solving skills

  • Strong leadership and negotiation skills

  • Excellent interpersonal, verbal and written communication skills

  • Thorough knowledge of a business line or function area

  • Prior experience with workforce Management tools required. Nice IEX a strongly preferred

  • Prefer experience working with Avaya

Job: Business Ops Analysis

Primary Location: Texas-TX-Irving

Shift: 2nd - Evenings

Average Hours Per Week: 40

Requisition ID: 180011777

Other Locations: Ohio-OH-Bedford, Kentucky-KY-Owensboro

U.S. Bank is an Equal Opportunity Employer committed to creating a diverse workforce.

U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.