Workforce Management Analyst
Flagstar Bank
full-time
Posted on:
Location Type: Remote
Location: Missouri • United States
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Salary
💰 $46,807 - $76,605 per year
About the role
- Create, run and maintain viable work schedules for all Call Center teams.
- Organize and maintain data in several applications, including, WFM tool and Excel.
- Successfully forecast call volume, shrinkage, headcount requirements, and average handle time for multiple skills.
- Assess and improve efficiency within the department regarding call types, schedule adherence and quality assurance levels.
- Troubleshoot limited technical tasks necessary for creating and completing work schedules.
- Partner with management and project management team.
- Monitor intra-day volumes to ensure compliance to business needs and make real time forecasting and scheduling decisions.
- Distribute daily and monthly reports with pointed analyses.
- Analyze call production data.
- Create business correspondence and procedure manuals.
Requirements
- High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent
- 2+ years of customer service experience
- Experience working in a call center focused role
- Experience in Call Center applications (Noble Systems preferred)
- Experience in blended (inbound and outbound) workforce management preferred
- Experience with Noble Systems suite of technology preferred
Benefits
- medical insurance
- dental insurance
- vision insurance
- life insurance
- disability insurance
- comprehensive leave program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
workforce managementdata analysisforecastingschedule adherencequality assurancecall volume forecastingheadcount requirementsaverage handle timetechnical troubleshootingbusiness correspondence
Soft Skills
organizational skillscommunication skillsanalytical skillscollaborationefficiency improvement
Certifications
High School DiplomaGEDHiSETTASC