What are the responsibilities and job description for the Workforce Management Specialist position at Axos Bank?
Axos Bank
Target Range:
$20/Hr. - $25/Hr.
Actual starting pay will vary based on factors including, but not limited to, geographic location, experience, skills, specialty, and education.
Eligible for an Annual Discretionary Cash Bonus Target: 10%
Eligible for an Annual Discretionary Restricted Stock Units Bonus Target: 10%
These discretionary target bonuses may be awarded semi-annually based upon your achievement of performance goals and targets.
About This Job
Axos is seeking a Workforce Management Analyst who will be responsible for assisting with all contact center forecasting, planning, staffing optimization and reporting needs.
An ideal candidate will leverage data and reporting dashboards, analyze contact volume and trends, create and evaluate the effectiveness of schedules, and adjust staffing needs by support channel in real time to maximize service and quality.
Responsibilities
Born digital-first, Axos delivers financial tools and services that allow individuals, small businesses, and companies to access and manage their money how, when, and where they want. We’re a diverse team of dynamic, insightful, and independent innovators who are excited to provide technology-driven solutions that offer unbeatable value to our customers.
Axos Financial is our holding company and is publicly traded on the New York Stock Exchange under the symbol "AX" (NYSE: AX).
Learn more about working at Axos
Pre-Employment Background Check and Drug Test:
All offers are contingent upon the candidate successfully passing a credit check, criminal background check, and pre-employment drug screening, which includes screening for marijuana. Axos Bank is a federally regulated banking institution. At the federal level, marijuana is an illegal schedule 1 drug; therefore, we will not employ any person who tests positive for marijuana, regardless of state legalization.
Equal Employment Opportunity:
Axos is an Equal Opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, religious creed, color, sex (including pregnancy, breast feeding and related medical conditions), gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship status, military and veteran status, marital status, age, protected medical condition, genetic information, physical disability, mental disability, or any other protected status in accordance with all applicable federal, state, and local laws.
Job Functions and Work Environment:
While performing the duties of this position, the employee is required to sit for extended periods of time. Manual dexterity and coordination are required while operating standard office equipment such as computer keyboard and mouse, calculator, telephone, copiers, etc.
The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
Target Range:
$20/Hr. - $25/Hr.
Actual starting pay will vary based on factors including, but not limited to, geographic location, experience, skills, specialty, and education.
Eligible for an Annual Discretionary Cash Bonus Target: 10%
Eligible for an Annual Discretionary Restricted Stock Units Bonus Target: 10%
These discretionary target bonuses may be awarded semi-annually based upon your achievement of performance goals and targets.
About This Job
Axos is seeking a Workforce Management Analyst who will be responsible for assisting with all contact center forecasting, planning, staffing optimization and reporting needs.
An ideal candidate will leverage data and reporting dashboards, analyze contact volume and trends, create and evaluate the effectiveness of schedules, and adjust staffing needs by support channel in real time to maximize service and quality.
Responsibilities
- Accurately create and manage effective schedules for agents and staff.
- Coordinate the scheduling of business-related activities such as training, meetings, and overtime.
- Monitor activity, queue volumes and call center metrics for all channels, and recommend daily staffing adjustments for all channels to meet service level agreements.
- Assist with the forecasting, tracking, monitoring, and reporting the daily/monthly contact center statistics.
- Coordinate with contact center leadership to identify opportunities for service improvements and business optimization.
- Establish and maintain effective working relationships with cross functional stakeholders.
- Leverage reports and dashboards on historical data and forecasting results from applicable systems.
- Analyze and develop weekly recommendations for scheduling and staffing requirements.
- Bachelor's degree in business, mathematics or equivalent education and experience
- Two or more years of successful forecasting and planning experience, with strong talent management and/or operations background, preferably in a high-demand production environment
- Ability to work independently with efficient time management skills, adapt to changing priorities, meet deadlines and work well under pressure
- Analytical and problem-solving skills, with the ability to define problems, collect data, establish facts and make data supported decisions
- Be an individual contributor with the ability to manage multiple systems and projects simultaneously in a fast-paced environment
- Excellent verbal and written communication skills
- Excellent organizational skills and attention to detail
- Excellent time management skills with a proven ability to meet deadlines.
- Strong analytical and problem-solving skills
- Ability to function well in a high-paced and at times stressful environment
- Proficient with Microsoft Office Suite or related software
- Exceptional English language and writing skills
- Medical, Dental, Vision, and Life Insurance
- Paid Sick Leave, 3 weeks’ Vacation, and Holidays (about 11 a year)
- HSA or FSA account and other voluntary benefits
- 401(k) Retirement Saving Plan with Employer Match Program and 529 Savings Plan
- Employee Mortgage Loan Program and free access to an Axos Bank Account with Self-Directed Trading
Born digital-first, Axos delivers financial tools and services that allow individuals, small businesses, and companies to access and manage their money how, when, and where they want. We’re a diverse team of dynamic, insightful, and independent innovators who are excited to provide technology-driven solutions that offer unbeatable value to our customers.
Axos Financial is our holding company and is publicly traded on the New York Stock Exchange under the symbol "AX" (NYSE: AX).
Learn more about working at Axos
Pre-Employment Background Check and Drug Test:
All offers are contingent upon the candidate successfully passing a credit check, criminal background check, and pre-employment drug screening, which includes screening for marijuana. Axos Bank is a federally regulated banking institution. At the federal level, marijuana is an illegal schedule 1 drug; therefore, we will not employ any person who tests positive for marijuana, regardless of state legalization.
Equal Employment Opportunity:
Axos is an Equal Opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, religious creed, color, sex (including pregnancy, breast feeding and related medical conditions), gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship status, military and veteran status, marital status, age, protected medical condition, genetic information, physical disability, mental disability, or any other protected status in accordance with all applicable federal, state, and local laws.
Job Functions and Work Environment:
While performing the duties of this position, the employee is required to sit for extended periods of time. Manual dexterity and coordination are required while operating standard office equipment such as computer keyboard and mouse, calculator, telephone, copiers, etc.
The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
Salary : $20 - $25
