Workforce Analyst

The Workforce Analyst for our contact center is responsible for the reporting, analytics, call modeling & forecasting and process improvement for the contact center.  MidFirst Bank contact center provides telephone and electronic banking support to MidFirst customers as well as its other financial brands.  Contact center agents deliver a full range of financial services to consumers via the convenience of their telephone, mobile phone, email or through electronic banking.  

Focus and Key Duties

To accurately prepare projections for call and non-call workloads and resource staffing, monitoring drivers against business change and developing models to improve accuracy.

To constantly monitor and propose effective shift patterns to match business requirements, optimizing performance of all contact center teams.

To make recommendations and identify opportunities and benefits offered through skills based routing, demonstrating the benefit of proposed changes through testing scenarios using simulation software, capacity and sensitivity analysis.

To identify and pro-actively manage changes to the call arrival patterns to deliver improved customer service, working with Management, facilitate smooth communication and transition, maintaining and communicating a formal historic record of the changes and their impact.

To work closely with Management, monitoring performance and trends while providing support to the Personal Banking leadership team.

To be aware of and record business, resource and seasonal changes, making appropriate resource plans for expected changes in profile and workloads, reporting on expected and experienced results.

To monitor customer call patterns and communicate with Management to make advanced plans for required shift changes to optimize delivery of resource and skills, identifying when new groups and Team Supervisors are needed.

To deliver effective and accurate reports detailing key performance indicators and commentary relating to workforce and shift performance, identifying the proposed and actual shift efficiency factors and clearly stating all assumptions applied.

To maintain current automated processes via UiPath as well as identify potential new processes to automate.

Responsibilities

• Data analysis & insights
• Systems administration
• Project management
• Reporting
• Budgeting
• and more

Qualifications

• Education -
• Bachelor's degree in Finance, Econ, Mathematics, Accounting, Data Science, or related field
• Master's degree preferred
• Cumulative GPA of 3.25 or better
• Experience -
• Banking experience and contact center experience (preferred)
• Call center analytics experience (preferred)
• Technical skills -
• Advanced proficiency in data analysis, and modeling
• Expertise in MS Excel
• Familiarity with contact center systems & software (preferred)
• A highly analytical mindset
• Problem-solving - The ability to take a proactive approach to addressing challenges
• Strong written and oral communication skills

**To be considered for this position you must reside in the area**

**Incomplete applications will not be considered**

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