Lead, coach, and develop a high performing operational planning and analytics team
Short term capacity planning and forecasting for contact center operations
Analyze performance metrics including service level, AHT, productivity, and volume trends
Translate insights into actionable recommendations for senior leadership
Ensure consistency in KPI definitions, reporting standards, and analytics methodologies
Develop and maintain advanced reports and dashboards using Excel, OBI, and WFM tools
Partner cross functionally to align staffing strategies with business demand
Drive process improvements to enhance efficiency, service performance, and resource utilization

Requirements

Experience in workforce planning, capacity planning, or contact center analytics
Proven people leadership and team development experience
Strong analytical skills with the ability to influence decisions through data
Advanced proficiency in Excel and workforce management/reporting tools
Excellent communication and stakeholder management skills
3+ years of direct contact center experience and working knowledge of WFM roles, methods and tools required
2+ years prior WFM experience required (3-5 years highly preferred)
Strong business, operational, and procedural knowledge of a call center required
Advanced knowledge of capacity planning and contact center metrics required.
Advanced knowledge of MS Excel required
BS/BA Degree and/or equivalent combination of education and experience required
Demonstrated ability to manage, mentor and coach for success
Must demonstrate strong client and associate focus
Ability to adjust rapidly to changing demands and priorities
Ability to think analytically, utilize good research skills, develop multiple solutions, and know what resources to engage to resolve issues
Demonstrates "self-starter" behavior, a willingness to help others, and shows potential to require minimal supervision
Initiates and builds relationships with all levels of the organization
Excellent communication and written skills; clearly conveys concepts and information
Advanced knowledge of OBI/XML/SQL highly preferred
Strong knowledge of Consumer Investment systems, processes, clients and platform preferred

Benefits

Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors
Discretionary incentive eligible
industry-leading benefits
access to paid time off
resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

workforce planningcapacity planningcontact center analyticsanalytical skillsKPI definitionsreporting standardsanalytics methodologiescontact center metricsMS ExcelOBI/XML/SQL

Soft Skills

people leadershipteam developmentcommunication skillsstakeholder managementclient focusassociate focusanalytical thinkingrelationship buildingself-starter behavioradaptability

Certifications

BS/BA Degree