WFM Analyst

About the role

The WFM Analyst is responsible for deploying our workforce against volume forecasts to achieve maximum efficiency across phone, email, back office, and credit review teams. This position is responsible for the tactical planning, short to medium term schedule adjustment, historical trend analysis, and reporting to ensure the contact center achieves service levels and key performance indicators on a daily, weekly, and monthly basis.

Responsibilities

• Run staffing scenarios and analyzes them to recommend enhancements to staffing and scheduling for optimal coverage and achievement of service level/abandon rate goals
• Prepare, assign, and communicate optimal schedules to the agent population at regular intervals and manage shift bids as rebalancing requires
• Attend weekly WFM meetings with department leadership and WFM analysts to understand this week and next week’s call forecast and non-production plan and identify risks to the plan
• Create and manage the schedules of 600+ agents across four geographically separated contact center sites using Calabrio, our WFM software
• Reviews and processes permanent schedule change requests
• Makes recommendations and decisions that maximize resources, meet customer experience expectations, and are fiscally responsible
• Provides reporting to department leadership on KPIs and communicate risks as needed
• Understand and apply policies/procedures related to absenteeism, non-production events, and shift bids
• Support the Mission Control team with exception processing, ad hoc reporting, forecasting, and intraday management as needed
• Research and analyze process gaps in the various operations departments, identify solutions, and lead projects to remedy

Requirements

Strong understanding of contact center operations, systems, and key performance metrics

Ability to thrive in a fast-paced, high-volume, and constantly evolving environment

Skilled at managing flexible priorities and coordinating with customer-facing departments

Communicates clearly, accurately, and promptly during escalations with stakeholders at all levels

Strong analytical ability to interpret large data sets, identify trends, and drive action

Highly organized, self-motivated, and able to prioritize competing tasks while working independently or collaboratively

Experience with workforce management, forecasting, Excel, WFM systems like Verint/Five9, and presentation development

Qualifications

Work Location: Lehi, Utah

The locations have been determined to foster in-person collaboration with this role’s team or the related business lines. We utilize a hybrid work model, and our teams are in-office Tuesdays, Wednesdays, and Thursdays. In-person attendance is essential for this role’s success, and remote placement will not be considered.

Benefits

Happen Bank offers a competitive benefits package that includes medical, dental and vision plans for employees and their families, 401(k) match, health and wellness programs, flexible time off policies for salaried employees, up to 16 weeks paid parental leave and more.

Skills

We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process.

Pay

Not specified

Schedule

Primarily MT