U.S. Bank Call Center Capacity Planning & Strategy - Telecommute in St. Paul, Minnesota
At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country's most respected, innovative and successful financial institutions. 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.
Job DescriptionResponsible for capacity planning & strategy plans for assigned business units. Development tasks to improve workflow and operating efficiency. Makes recommendations around staffing strategies and/or to standardize procedures and processes and to introduce new technology or improve existing technology. Analyzes costs of existing operations and prepares a cost/benefit analysis of recommended changes.
Basic Qualifications - Bachelor's degree, or equivalent work experience - 10 or more years of related experience
Preferred Skills/Experience - Advanced knowledge of forecasting, WFM practices, capacity planning for assigned business units - Ability to conduct an analysis of a business need, including scheduling meetings, planning agendas and conferring with business line leaders - Comprehensive understanding of contact center methodologies, mechanics, procedures and metrics. - Ability to develop capacity plans, adhoc reports and analysis related to impacts to staffing strategy - Strong analytical and forecasting skills - Ability to manage multiple tasks/projects and deadlines simultaneously with limited supervision - Ability to work as a team leader, and to work with and present to varying levels of leadership - Excellent verbal and written presentation and communication skills - Excellent computer skills, especially Microsoft Office applications
* Candidates will be asked to work Central or Eastern Time Zone hours *
Salary Range: $80,400.00 - $98,200.00
Salary range reflected is an estimate of base pay and is for the primary location. Base pay range may vary if an offer is made for work in a different location.
Benefits: Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That's why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most - your family.
Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting usbank.com/careers.
EEO is the Law Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal EEO is the Law poster.
E-Verify U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.
Salary range reflected is an estimate of base pay and is for the primary location. Base pay range may vary if an offer is made for work in a different location. Pay Range: $75,905.00 - $89,300.00 - $98,230.00
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.