What are the responsibilities and job description for the Real Time Management Analyst position at Harley-Davidson?
Auto req ID: 36819
Title: Real Time Management Analyst
Job Function: Call Center
Location: RENO, PLANO
Company: Harley-Davidson Financial Services
Full or Part-Time:Full Time
Harley-Davidson Financial Services (HDFS), a wholly-owned subsidiary of Harley-Davidson, Inc., offers a wide range of financial products and services to motorcycle enthusiasts and Harley-Davidson dealerships. Products available to consumers include financing on motorcycles, MotorClothes™, and parts and accessories; cycle insurance; and extended service plans for Harley-Davidson® motorcycles.
You’ll play a pivotal role in helping us create the company we want to be. And for our employees and H-D community it’s done through being fair, honest, positive and creative. This isn’t just any company. And yours isn’t just any career. It’s part of your story. Ride with us and make it legendary.
HDFS’ Reno, Nevada office serves as one of the Company's two operations centers. HDFS first established its roots in 1992 in Nevada. It is also home to Eaglemark Savings Bank, the Company’s lending institution, where all loans are funded. Reno employees represent the loan origination and servicing business units including Collections, Funding, Underwriting, Dealer Services, and HDFS’ Cycle Insurance business unit. There are also employees who work in Accounting, Legal, Global Information Services, Risk, Enterprise Project Management, and Compliance who call this office home. Join our team as a Real Time Management Analyst.
Job Summary
Under general direction this position analyzes trends, including call volume and call patterns to help meet business unit objectives. May recommend operational improvements and provide suggestions on resource allocation.
Job Responsibilities
- Coordinates scheduling and adherence activities to ensure performance levels are met in the most cost-effective manner and ensures traffic is monitored and staff levels are balanced to provide and maintain performance.
- Maintains phone representative’s compliance and attendance data and track and approve employee vacation time based on business requirements.
- Ensures accurate and timely generation of reports for operations and maintains integrity of related software and data received/reported.
- Initiates and implements appropriate actions to ensure service objectives are met based on re-forecasting of current volume and AHT trends.
- Analyzes staffing trends and makes recommendations to management including the use of early outs and overtime.
- Uses effective time management to ensure customer service experience is satisfactory and meets expectations
- Monitors systems to ensure adherence by phone representatives to their talk time, and auxiliary time thresholds.
- Identifies, resolves and escalates volume, staffing and systematic concerns in a timely manner.
- Protection of information and compliance with the law are paramount. Protecting employee, customer and corporate information is everyone's responsibility at Eaglemark Savings Bank. All employees must follow established safeguards, including policies regarding data protection, segregation of duties, and access to information based solely on business need. Further, it is the responsibility of all employees to maintain awareness and understanding of relevant laws, regulations, internal policies and procedures, and to comply with all of them.
Education Requirements
Education Specifications
N/A
Experience Requirements
Required
- Typically requires a minimum of 2 years of related experience.
- Ability to read and interpret documents, such as operating and maintenance instructions and procedure manuals.
- Ability to write routine reports and correspondence.
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Ability to apply commons sense understanding to carry out instructions furnished in written, oral, or diagram form.
- Ability to deal with problems involving several concrete variables in standardized situations.
- Demonstrated knowledge of spreadsheet (Excel), word processing (Word), Workforce Management, and ACD reporting software.
Preferred
- Three years experience in a call center environment.
Harley-Davidson is an equal opportunity employer that continues to build a culture of inclusion, belonging and equity through our commitment to attracting and retaining diverse talent from all backgrounds, without regard to race, color, religion, sex, sexual orientation, national origin, gender identity, age, disability, veteran status or any other characteristic protected by law. We believe in fairness and providing a level playing field for all. We foster a culture that thrives on diverse perspectives and contributions to ignite the creativity and innovation to fuel our business and enhance the employee and customer experience.
The pay range shown represents the national average pay range for this role. Your pay may be more or less than the stated range and is dependent on your geographic location and level of experience.
We offer an inclusive compensation package for all full-time employees including, but not limited to, bonus programs, health insurance benefits, a 401k program, onsite fitness centers, employee discounts on products and accessories, and more. Learn more about Harley-Davidson here.
Applicants must be currently authorized to work in the United States.
Direct Reports: No
Travel Required: 0 - 10%
Pay Range: 48,100 - 72,100
Visa Sponsorship: This position is not eligible for visa sponsorship
Relocation: This position is not eligible for relocation assistance
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