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Workforce Analyst 1 (IEX/NICE) - Irving, TX OR Earth City, MO

Company: US Bank
Location: Irving
Posted on: May 3, 2021

Job Description:

At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we're one of the country's most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

Job Description

U.S. Bank is seeking a Workforce Analyst with strong planning and organization skills to contribute towards the success of our business initiatives.

  • The Workforce Analyst is responsible for the real-time monitoring of queues, ensuring the correct number of agents are available to answer forecasted volume of incoming calls across all queues and intervals within the contact center environment.
  • The Workforce Analyst will be accountable for monitoring critical business operations and performance indicators at an interval level in real-time.
  • Manage WFM mailbox and update schedules to reflect accurate intraday projections.
  • Communicate verbally, written, and in person with management team when appropriate action needs to be taken.
  • Support intraday and short term schedule requests. Proactively analyze data and make recommendations/decisions based on data regarding meeting scheduling and other offline requests. Perform other duties and assignments as directed.
  • Tracks and reports progress on key metrics specific to functional area.
  • Guide reduction of workforce during periods of low call volume by identifying overstaffed queues and initiating voluntary time off program to ensure cost-effectiveness of call center support strategy
  • Conducts regular audits of activities related to functional area and educates the team on quality errors
  • Proven planning and time management skills with the ability to deal with multiple demands on time and deal with ambiguity.
  • Understanding of Production Environment Metrics (such as Forecasting, AHT, Shrinkage, Service Levels, and FTE)

Basic Qualifications

  • Bachelor's degree, or equivalent work experience
  • Two to three years of related experience

Preferred Skills/Experience

  • Ability to conduct an analysis of business needs, including scheduling meetings, planning agendas, conferring with business line leaders, documenting and making verbal and written presentations
  • 2 - 4 years in a customer service environment
  • Proficient computer skills, especially Microsoft Office applications
  • Strong planning and organizational skills
  • Strong analytical and problem-solving skills
  • Effective verbal and written communication skills

Benefits:

Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That's why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most - your family.

Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting usbank.com/careers.

EEO is the Law

Applicants can learn more about the company's status as an equal opportunity employer by viewing the federal EEO is the Law poster.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

Keywords: US Bank, Irving , Workforce Analyst 1 (IEX/NICE) - Irving, TX OR Earth City, MO, Other , Irving, Texas

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