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