Workforce Management Analyst
Raymond James Financial
This job is no longer accepting applications
See open jobs at Raymond James Financial.See open jobs similar to "Workforce Management Analyst" The Center - Memphis.Description
Hybrid Work Environment: 40% in-office and up to 60% work-from-home, if desired. Must live within commutable distance from our home office.
Job Summary:
Under limited supervision, applies comprehensive knowledge of staffing and workforce management practices to schedule and optimize department resources to meet service levels, update staffing models, create future plans, and report and analyze staffing metrics. Effectively manages schedule changes and time off allocation processes. Proactively identifies trends impacting the department’s overall operations and partners with leadership to implement effective solutions. Seeks out opportunities to improve processes that lead to the optimization of work-related functions.
Essential Duties and Responsibilities:
• Forecast daily phone interval staffing needs and schedule associates to meet volume demands.
• Manage scheduling process and adjustments to ensure adequate daily resource coverage.
• Forecast other daily department work-related functions (processing, emails, etc.) and schedule associates in the most optimized manner possible.
• Process management requests for modifications of scheduling events.
• Monitor schedule adherence and provide real-time and trending information to department management.
• Continuously evaluate vacancy allowance and manage the associate time off bidding process.
• Collaborate with the New Accounts department management team to identify opportunities to further optimize its workforce.
• Observe department processes that lead to inefficiencies and derive improvement suggestions.
• Manage and analyze staffing models to determine mid and long term staffing plans. Update staffing model assumptions as necessary.
• Generate reports related to staffing.
• Evaluate staffing trends and make proactive recommendations to improve service levels and overall workforce operations.
• Perform other duties, special projects and responsibilities as assigned.
Qualifications
Knowledge, Skills, and Abilities:
Knowledge of:
• Workforce management practices and scheduling software.
• Call center operations that include additional work related functions such as processing queues and email workflow (preferably in a financial services environment).
Skill in:
• Forecasting and resource scheduling for a medium-sized operations center (approximately 100 people).
• Demonstrating complex problem solving, judgment, and critical thinking.
• Working with MS desktop applications, Excel (including macros), Word (Access and PowerPoint preferred).
• Making effective decisions when faced with competing priorities from various stakeholders.
Ability to:
• Work in a fast-paced environment with consistently changing priorities.
• Remain highly organized with an emphasis on accuracy and timeliness.
• Organize information, maintain attention to detail and accurately follow procedures.
• Learn new software applications.
• Demonstrate strong analytic skills, with an emphasis on forecasting.
• Work independently under minimal supervision and with others in a team environment, occasionally under pressure and working concurrently on multiple tasks.
• Effectively communicate orally and in writing with co-workers, management teams and other departments.
• Work occasionally on weekends and in the evenings to meet deadlines.
Educational/Previous Experience Requirements
:
• Bachelor’s Degree (B.A.) or equivalent with at least two (2) years of workforce management experience.
~or~
• An equivalent combination of education, experience and/or training approved by Human Resources.
Licenses/Certifications:
• None required.
Job
OperationsPrimary Location
US-FL-St. Petersburg-Saint PetersburgOther Locations
US-TN-Memphis-Memphis, US-MI-Southfield-SouthfieldOrganization
Operations & AdministrationSchedule
Full-timeShift
Day JobTravel
NoThis job is no longer accepting applications
See open jobs at Raymond James Financial.See open jobs similar to "Workforce Management Analyst" The Center - Memphis.