Workforce Management Analyst

Workforce Management AnalystYou are a detail-oriented and analytical professional who enjoys using data to solve problems, improve operational performance, and support exceptional member experiences. You thrive in a fast-paced environment, balancing forecasting, scheduling, and real-time workforce needs while adapting to changing business demands. You are skilled in reporting and data visualization, leveraging tools such as Power BI to analyze trends, develop actionable insights, and communicate performance results to stakeholders. A collaborative team player, you build strong partnerships across the organization, communicate effectively, and are committed to driving efficiency, accuracy, and continuous improvement.Compile and analyze data from Workforce Management systems and other sources to support staffing and operational decisions.Forecast call volume, workload, and staffing needs based on historical trends and business requirements.Develop and manage work schedules for approximately 400+ employees, adjusting daily based on attendance, call volume, and operational activities.Troubleshoot scheduling issues related to breaks, lunches, and time-off requests; coordinate approvals based on business needs.Monitor queues and agent adherence in real time throughout the day; collaborate with supervisors to address deficiencies.Analyze daily performance metrics, including logon time, talk time, average handle time, calls handled, transfers, and schedule adherence.Provide analysis for ad-hoc reports requested by management (e.g., Quarterly Business Review).Recommend solutions to improve workflow efficiency and achieve service level and wait time goals.Assist Workforce Management Specialists as needed and support training initiatives for new products or process improvements.Ensure compliance with state and federal regulations, including labor laws, bank secrecy, and anti-money laundering requirements.Bachelor's Degree or equivalent work experience required1+ years of progressively responsible workforce management experience within a financial institution, including forecasting, scheduling, capacity planning, and real-time operations requiredExperience supporting multi-channel environments, including voice, digital, and chat channels, in a fast-paced, customer-focused organization preferredExperience with business intelligence tools (Power BI, Tableau, Business Objects) and NiCE systems (IEX, CXOne, Nexidia) preferred