Analyst – Global Shareholder Services
Franklin Templeton
Workforce Management Real Time Analyst
Christian Care Ministry
full-time
Posted on:
Location Type: Hybrid
Location: Melbourne • Florida • 🇺🇸 United States
Visit company websiteSalary
💰 $20 - $26 per hour
Job Level
Mid-LevelSenior
About the role
- Responsible for tactical schedule management to maximize staffing resources and achieve service level objectives within Verint and Omni-channel platform (i.e. phone, chat, email) while limiting staffing expenses
- Identify and proactively respond to intervals that require remediation tactics (e.g., adjusting schedules, canceling off phone activities, soliciting for extra hours, etc.) leveraging Verint software
- Develop and produce accurate long, medium, and short-range staffing forecasts; develop highly efficient agent schedules to deliver upon the forecasts; and effective management / utilization of the Verint Workforce Management Suite
- Perform all workforce management activities with a focus on long term forecasting and planning including financial budget planning, short-term intraday/intraweek resource assignment, and providing secondary assistance to real time management
- Review net staffing plans and facilitate schedule adjustments in workforce management tools to cover any projected gaps (OT, meeting, training, break optimization, etc.)
- Intraday management and response plan implementation to ensure schedule adherence; respond to unplanned calls, staffing, and handle time variances
- Daily schedule and activity maintenance within WFM scheduling and Automatic Call Distribution (ACD) software tools
- Provide Verint reporting and trend analysis and feedback to the WFM Forecasting Analyst to improve contact handle time and shrinkage forecasts
- Assist with daily, weekly, monthly, and ad-hoc reporting for management team, business partners, and key stakeholders
- Communicate daily with multiple lines of business to ensure active involvement in scheduling, tactical planning, and analysis activities
- Contribute to the exercise and expression of Christian Care Ministry’s Christian beliefs
- All other duties as assigned
Requirements
- High School Diploma or GED required, Bachelor's Degree preferred
- 3+ years of Workforce Management or equivalent experience in a call/contact center environment, with knowledge of forecasting/scheduling software required
- Experience with Verint software STRONGLY preferred
Benefits
- 100% paid Medical for employees/99% for family
- Generous employer Health Savings Account (HSA) contributions
- Employer-paid Life Insurance (3x salary) and Long-term Disability Insurance
- 6 weeks of paid parental leave (for both mom and dad)
- Dental - two plans to choose from
- Vision
- Short-term Disability
- Accident, Critical Illness, Hospital Indemnity
- 401(k) – up to 4% match on ROTH or Traditional contributions
- Generous paid-time off and 11 paid holidays
- Wellness plan including Financial, Occupational, Mental/Spiritual, and Physical health incentives up to $50/mo
- Employee Assistance Program including no cost, in-person mental health visits and employee discounts
- Monetary Anniversary Awards Program
- Monetary Birthday Awards
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
staffing resource managementschedulingforecastingbudget planningtrend analysisschedule adherenceresource assignmentreporting
Soft skills
communicationtactical planningproblem-solvingcollaboration
Certifications
High School DiplomaGEDBachelor's Degree
