Workforce Management Analyst - Remote

Flagstar Bank

1d • Remote

About The Position

The Workforce Management Analyst is responsible for creating, running, monitoring and maintaining work schedules for all Flagstar Default Call Centers – Collections, Hardship Relief Task Force (HRTF), Single Point of Contact (SPOC), and/or special assignment staff. The Workforce Management Analyst is also responsible for analyzing the effectiveness and results of schedules created, recommending scheduling methodology improvements, and generating reports as needed.

Requirements

• Education level required: High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent.
• Minimum experience required: 2+ years of customer service experience, including experience working in a call center focused role.
• Strong problem solving & strategic thinking skills with the ability to identify problems and recommend solutions.
• Exceptional written and oral communication including facilitation & summarization skills to drive action and results.
• Must be highly organized and have a strong attention to detail including the ability to create and maintain documentation.
• Ability to work with, lead and consult with all levels in the organization.
• Have an innate ability to understand very complex processes and systems, immediately and intuitively understanding how they work and how they can be improved.
• Adjusts positively to quickly-changing priorities and shifting goals.
• Strong ability to work with a sense of urgency in a fast pace environment.
• Strong Excel and other database management skills.
• Some travel required - Up to 15% on an as needed basis.
• Demonstrates a strong ability to build and maintain effective relationships with stakeholders by communicating clearly, engaging in proactive collaboration, and leveraging cross functional insights.
• Aligns relationship building efforts with enterprise goals to accelerate performance and drive strategic results.
• Builds trusted client relationships, whether internal or external, by identifying needs and delivering tailored solutions to enhance the overall client experience.
• Fosters or supports a positive work culture and productive work environment, displaying importance of effective relationships with customers and stakeholders.

Nice To Haves

• Education level preferred: Undergraduate Degree (4 years or equivalent).
• 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.

Responsibilities

• 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, striving to attain service level goals.
• 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, coordinate with other departments, including Information Technology and Telecom, to troubleshoot more advanced technical defects.
• Partner with management and project management team to ensure that impacts to call volume for upcoming initiatives are built into forecasts.
• Continuously seek opportunities to build knowledge of scheduling tools; share knowledge gained with the management team to drive improvement in performance and metrics attainment.
• Develop overtime/VTO requirements, communicate FMLA/LOA impacts, assist with PTO allocations per team, monitor and schedule exceptions (such as team meetings, compliance training, etc.) to ensure daily service level objectives are met.
• Monitor intra-day volumes to ensure compliance to business needs and make real time forecasting and scheduling decisions to ensure KPIs are met.
• Schedule off-phone activities based on staffing capacity.
• Identify trends and potential risks that may arise throughout the day; partner with leadership to implement mitigation strategies.
• Update and maintain attendance information in the Workforce Management applications and/or other designated software as identified by leadership; ensure all employees’ hours worked are accurate.
• Assess and improve efficiency within the department regarding call types, schedule adherence and quality assurance levels.
• Monitor Call Center agents to maximize production of agents in real time notices to staff and management.
• Assist with crafting short-term forecasting models, including volume, productivity, non-productive time, and full time/part time staffing mix.
• Distribute daily and monthly reports with pointed analyses, communication of progress towards determined goals, and recommendations for improvement.
• Analyze call production data.
• Learn about various reporting created by the team; provide cross-functional support to other areas within the team when applicable.
• Beta-test newly acquired or developed software for the purpose of communicating functionality and usage.
• Participate in monthly and/or quarterly meetings with department management to identify scheduling needs.
• Create business correspondence and procedure manuals.
• Document all processes and provide written documentation for all changes made to forecasts.
• Research call center scheduling best practices.
• Identify opportunities to improve current scheduling methodology and produces recommendations and proposals for management.
• Undertake self-development activities on a monthly basis.
• Staff member is expected to consistently adhere to regulatory and compliance policies and standards linked to their job as listed.
• Staff member will not repeatedly act in a manner signifying intentional or willful noncompliance, nor exhibit gross negligence or a general disregard for compliance and regulatory standards.
• Staff member must ensure compliance with applicable federal, state and local laws and regulations.
• Staff member must complete all required compliance training on a timely basis.
• Staff member will maintain knowledge of and adhere to Flagstar’s internal compliance policies and procedures.
• Staff member must take responsibility to keep up to date with changing regulations and policies.
• Uses independent judgement and discretion to make decisions.
• Analyzes and resolves problems.
• ADDITIONAL ACCOUNTABILITIES Performs special projects, and additional duties and responsibilities as required.
• Consistently adheres to regulatory and compliance policies and standards linked to the job as listed and complete required compliance trainings.
• Accountable to maintain compliance with applicable federal, state and local laws and regulations.

Benefits

• Flagstar provides teammates access to a variety of benefits including medical, dental, vision, life, and disability insurance, as well as a comprehensive leave program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED