Job SummaryMentors junior analysts and will work closely with business units to solve complex workforce problems using a variety of tools such as Five9, Verint, SQL and Microsoft products. Key player in developing the strategic direction for Customer Care workforce management best practices. Leads planning and forecasting workloads, forecasting resources required to process workloads, scheduling resources, real-time monitoring and adjustments for agent skilling, and generation of reporting and analysis required to manage these processes efficiently.
Job Duties and Responsibilities - Leads and facilitates short-term and long-term workforce management forecasting, capacity planning, schedule management, real-time management, reporting, and analysis to achieve set service level goals such as adherence to schedule, schedule efficiency, utilization, and occupancy. Provides summaries of analyzed data and identify opportunities for improvement. Provides analytical summaries to leadership with recommendations for areas of suggested improvements; partner with leadership to develop and execute related action plans for agreed upon improvements. Provides day-to-day support to Customer Care Team and support functions to build a culture and climate focused on developing a data-driven culture. Provide workforce related reporting, presentations, and thought leadership to management. Participates in departmental reports and presentations to Customer Care Leadership. Provides insight into industry benchmarks and trends related to workforce management best practices and related KPI tolerance levels.
- Collaborates with management to determine adequacy and effectiveness of workforce analytics and reporting. Reviews workforce analytics and reporting solutions and collaborates with management to determine adequacy and effectiveness; developing action plans to improve staffing models. Provides analytical summaries to leadership with recommendations for areas of suggested improvements; partners with leadership to develop and execute related action plans for agreed upon improvements. Provides insight into industry benchmarks and trends to determine tolerances and identify when key metrics are at risk or exceed tolerances. Leads analysis and reconciliation of data and reporting projects and initiatives delivery. Partners with junior analyst to complete detailed, accurate, and timely completion of scheduling and performance reports at various frequencies: intraday, daily, weekly, monthly and quarterly. Develops complex reports for team units to measure improvements.
- Serves as a mentor to junior analysts and as a subject matter expect in the utilization of workforce management tools and processes. Provides day-to-day support to Customer Care Team and support functions to build a culture and climate focused on developing a data-driven culture. Partners with junior analyst to complete scheduling responsibilities and provides schedule analysis and staff recommendations to meet service center goals. Leads workforce management forecasting, scheduling, capacity planning, schedule management, real-time management, reporting, and analysis to achieve set service level goals such as adherence to schedule, schedule efficiency, utilization, and occupancy. Partners with leaders to determine short-term and long-term workload staffing needs. Uses workforce management software and call volume history to help manage intra-day staffing levels and to determine the most effective methods for staffing adjustments.
- Workforce Management Project and Process Improvement Lead - Partner with leaders to provide identify business needs and determine course of action for continuous process improvement. Supports an evolving workforce management methodology. Provides analytical summaries to leadership with recommendations for areas of suggested improvements; partners with leadership to develop and execute related action plans for agreed upon improvements. Creates documentation on new requests as they are fulfilled. Identifies and exploits opportunities for enhanced workforce management practices that align with Customer Care strategy. Handles transformation of data requests into reporting that contains meaningful information for all levels of end users and ensure business unit meets corporate standards that specifically relate to key performance indicators.
- Define, develop, update and repair workforce management tools/programs within technology platform(s) to maximize utilization, effectiveness, efficiency and experience of users for all roles from agents to senior leadership. Configure and maintain workforce campaign settings, queue assignments, time-off allotment tolerances, processing engine rules, Queue Analytics views, etc Collaborates with management to determine adequacy and effectiveness of workforce analytics and reporting. Reviews analytics and reporting solutions and collaborates with management to determine adequacy and effectiveness; developing action plans to improve workforce management.
- Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion.
- Performs other related duties as required.
The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Synovus is an Equal Opportunity Employer committed to fostering an inclusive work environment.
Minimum Education: - Bachelor's degree or an equivalent combination of education, certifications and experience.
Minimum Experience: - Five years of experience in workforce management experience using workforce management software including experience developing analytics and reporting, capturing, storing and reporting historical statistics (e.g., call volumes, AHT, service level, forecast accuracy, occupancy, shrinkage, adherence), scheduling, forecasting, real-time monitoring in a contact center environment with over 75 seats supporting inbound/outbound calls, digital banking message and email channels and chat.
Required Knowledge, Skills, & Abilities: - Proficiency using Microsoft Office software products including intermediate knowledge of Excel formula definitions
- Understanding of reporting tools (e.g. Microsoft Power BI, SQL Server)
- ACD/Call routing technology and process knowledge
- Strong communication skills, both written and verbal; solid presentation skills.
- Strong mathematical, statistical, analytical, problem solving and conceptual skills
- Knowledge of project management techniques and good project management skills
- Flexibility and ability to adjust to changing priorities, new strategies and policy changes
- Proven ability to partner effectively across all levels of the organization and develop positive working relationships
- Ability to independently prioritize and follow-up on commitments
- Ability to take initiative to resolve issues, self-motivated, self-directed and able to work with minimal supervision
- Action and results oriented
- Strong attention to details and accuracy