Workforce Management Analyst I

Contact Center Scheduling Analyst

Assists in analyzing Contact Center patterns, including volumes, trends, attrition rates, and productivities. Utilizes the analysis to forecast Contact Center workload and builds a scheduling plan to meet business objectives. Focuses on adjustments to current schedules with real-time/near-term timeframes.

Primary Responsibilities:

• Manage and monitor all inbound Contact Center queues using queue management software to ensure all scheduled agents are in the expected phone state to support the provision of service to customers. Take corrective actions to notify management, adjust schedules and limit these variations. Reallocate staff among the queues as appropriate to minimize over- or under-staffing in each queue, while still maintaining service levels.
• Monitor call out line and update scheduling software to reflect employee call-outs and tardy incidents.
• Reforecast call volumes multiple times daily based on unplanned events and variance of actual to planned call volumes to ensure appropriate staffing to maintain service levels. Solicit voluntary overtime by staff to cover expected staffing shortages to support the provision of service to customers. Solicit voluntary time off to reduce overstaffing and contain expense.
• Provide ad-hoc reporting as requested by management to assist in decision-making (reports are generally customized to the request and may include recommendations for management to consider).
• Identify, analyze and interpret patterns or trends in call volume and Average Handle Time (AHT) data.
• Manage short-term (two week period) time off requests, including their resulting impact on staff scheduling. Review and disposition same-day/next-day scheduling requests via e-mail. Ensure required web-based training time is scheduled to support their timely completion.
• Review Contact Center submissions to the Time and Attendance System to ensure hours paid are accurate versus the scheduling software; work with staff to correct these discrepancies to support pay accuracy.
• Understand and adhere to the Company's risk and regulatory standards, policies and controls in accordance with the Company's Risk Appetite. Identify risk-related issues needing escalation to management.
• Promote an environment that supports belonging and reflects the M&T Bank brand.
• Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
• Complete other related duties as assigned.

Scope of Responsibilities:

This position is responsible for managing short-term scheduling (two week periods) in the Contact Center, including reviewing and approving time off requests. This requires the position to balance conflicting needs of ensuring proper staffing to maintain service levels, while seeking prudent use of overtime. Service levels are particularly important in Mortgage Customer Service, where goal attainment is subject to audit by regulators and third party holders. It is important for the position to stay current on volume-impacting events affecting the Contact Center to enable proactive adjustment of the queues. Monitoring real time adherence of the queues to ensure staff is compliant with scheduled hours and reviewing Time and Attendance records for accuracy are key responsibilities of the position due to the position's impact on personnel expense. To support this, the position interacts with various levels of Contact Center management to ensure proper priority is placed on service level management.

Education and Experience Required:

Associate's degree or equivalent coursework with emphasis on Mathematics, Statistics, or Database and a minimum of 1 years' work experience, or in lieu of a degree, a combined minimum of 3 years' higher education and/or work experience, including a minimum of 1 years' work experience

Proven analytical skills

Proven organizational skills

Proven time management skills

Proficiency with personal computers as well as familiarity with pertinent spreadsheet and database software

Experience using tact and diplomacy in daily activities

Education and Experience Preferred:

Minimum of 1 years' experience with workforce management software

Experience creating and designing reports in pertinent spreadsheet software

Experience creating and designing relational databases in pertinent database software

Ability to complete detailed statistical analyses (regressions)

Detail-oriented

Ability to multi-task in a fast-paced environment

Physical Requirements:

Ability to sit for long periods of time, monitoring and watching multiple queues

Ability to use a personal computer

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $20.55 - $34.25 Hourly (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.

Location: Williamsville, New York, United States of America