Customer Experience Analyst / Workforce Management Specialist

Summary:

The Customer Experience Analyst / Workforce Management Specialist position is an individual contributor role that works as part of a team generating forecasts and schedules and performing analytics on results. This individual will be responsible for overseeing scheduling, reporting and auditing functions. They will be responsible for reviewing trends relative to scheduling and schedule staff accordingly to ensure service level standards are met, optimal cost effectiveness, operational efficiency, and service delivery for both in house and a remote workforce. This individual will develop and maintain comprehensive reporting illustrating staffing and adherence effectiveness and opportunities at individual, team, and center levels. Through data preparation, tracking and analysis this position will provide guidance and direction on workforce strategies across multiple departments to enhance performance and productivity while reducing costs.

Major Duties And Responsibilities

• Monitor daily agent activity, agent Adherence and call volume trends for multiple queues and sites to maximize productivity and Contact Center performance.
• Monitor Contact Center metrics (after call time, talk time, hold times, abandonment rate and IVR usage) to assist with forecasting of calls and staffing needs.
• Forecast long-term and short-term staffing needs by utilizing workforce technology to analyze trends.
• Prepare forecasts for upcoming weeks/ months and rolling twelve months for inbound telephony and support teams to determine appropriate staffing requirements and achieve performance objectives.
• Serve as a primary point of contact for daily scheduling issues and responsible for working closely with team members and management to Provide real time direction of staff movements to ensure maximum efficiency while optimizing service and cost.
• Maintain schedules to meet service objectives, operational goals and optimize productivity.
• Analyzes Contact Center trends, including volume, arrival patterns, staff productivity, and resource allocation.
• Recognizes and recommends operational improvements.
• Facilitate and lead planning efforts and make recommendations of workforce efficiencies and operational improvements to Management Team on Bi-Weekly Calls.
• Compile, summarize and disseminate various reports including, but not limited to, volume, efficiency, production hours, daily performance summaries, LT/ST forecast bridge analysis, cost per transaction tracking, etc.
• Perform interval, daily, weekly, monthly, annual analysis of historical performance at individual centers and individual departments and lines of business.
• Conduct “what if” analysis in order to determine the best strategy for meeting all service and cost goals.
• Track and report on system issues, downtime and escalate as required.
• Perform Ad Hoc analysis.

Qualifications

• Minimum 2 year experience in Workforce Management required, WFM CXone preferably in a contact center environment
• Experience with Workforce Management software (scheduling, performance tracking, reporting) required (NICE, Calabrio)
• Must have the ability to demonstrate strong analytical skills, with emphasis on forecasting
• Must possess complex problem solving, judgment, critical thinking and decision-making skills
• Ability to be highly organized with an emphasis on accuracy and timeliness required
• Must have the ability to organize information and have attention to detail and accuracy
• Demonstrate strong verbal and written communication skills
• Strong organizational skills and the ability to multi-task
• Strong MS Office Product Knowledge
• Must be able to work a flexible schedule including day and/or evening hours
• Must be at least 18 years old
• Must be able to work 40 hours per week
• Multi-channel Contact Center Management Experience Preferred

Follow Us
Facebook -- facebook.com/FirstHorizonBank
Twitter -- twitter.com/FirstHorizonBnk
LinkedIn -- linkedin.com/company/first-horizon-bank
Instagram -- instagram.com/first_horizon
YouTube -- youtube.com/channel/UCEVs5OMj-b0H9Dr5Q209_-Q

Corporate Diversity Commitment:
We remain committed to creating a more equitable society, and that starts with our associates, our clients, and the communities we serve. We do this by elevating equity, providing capital and counsel, and committing to excellence in everything we do.

About Us
First Horizon Corp. (NYSE: FHN), with $89.1 billion in assets as of December 31, 2021, is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. The Company and its subsidiaries offer commercial, private banking, consumer, small business, wealth and trust management, retail brokerage, capital markets, fixed income, mortgage, and title insurance services. First Horizon has been recognized as one of the nation's best employers by Fortune and Forbes magazines and a Top 10 Most Reputable U.S. Bank.