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Workforce Management Analyst

Charlotte, North Carolina;

Job Description:

The Consumer Credit Assistance Operations Enablement organization develops strategies that help our customers through difficult times while mitigating losses for the Bank.  As part of that organization, the Workforce Management team plays a critical role in ensuring thousands of collections call center employees are aligned to customer contacts in order to achieve metric targets and deliver on our expense & loss plans.

Responsible for the day-to-day analysis, research and resolution of various aspects of managing call center employee schedules. Functions include administering defined workforce procedures, analysis and report generation, and exception processing. Coordinates the implementation of products/services and operational solutions. May assist in designing, documenting, implementing, and monitoring of new products/services. Provides guidance to associates within Collections and Recovery units regarding procedural, technical and/or operational changes. Additional responsibilities include analyzing forecasted staffing position to optimize work shifts, breaks and lunches. Monitors call center agents phone statuses in real time to ensure adherence to their schedules. Manage and audit associate allocation changes in scheduling on a monthly or adhoc basis.  Collaborate with call center leaders to track planned and unplanned time away from work, as well as all other off phone activities. Partner to analyze call patterns and success rate on a daily, weekly, monthly and annual basis. Develop and present action plans to resolve service level and adherence issues across the call centers. Collaborate with shrinkage forecasting and capacity planning teammates to understand budgets and resources across the division.

Required Skills

  • 2 + years Workforce Management Support experience.
  • 2 + years administrative experience in the NICE IEX application, Aspect EWFM application, or similar workforce program
  • Excellent verbal and written communication skills with proven ability to deliver compelling presentations to leadership
  • Strong analytical problem solving abilities and interpersonal skills, with quick adaptation to new technologies, methodologies, and processes 
  • Proficient in Microsoft Office Applications - (Excel, PowerPoint, Outlook, Word) with intermediate level Excel abilities including pivot tables, index/match, data visualization
  • Demonstrated success with organizational effectiveness and time management skills
  • Intellectually curious mindset with ability to critically evaluate processes/performance
  • Proven ability to build relationships, collaborate across teams for purposes of resolving support issues through critical thinking in relation to process improvement, technology and tactical planning
  • Flexibility in schedule to work varying hours including AM & PM shifts, weekdays and weekends, and minor and major holidays 
  • College Degree
  • Required to work from the primary or alternate work locations listed when not in remote operating stance
  • Initially you will be required to work from home and/or remotely in this role:
    • Internet Service Provider at home (no public WiFi or Internet)
    • Sufficient room to set up a laptop, monitor, keyboard and mouse
    • Comfortable space to work for a full shift
    • Quiet, private and SECURE space in which to work

Desired Skills

  • Quantitative analyst experience (1+ years), including skills like data mining and statistics within SAS, SQL, VB, Python, R or similar platforms  
  • Collections experience


2nd shift (United States of America)

Hours Per Week: 


Learn more about this role

Full time


Manages People: No

Travel: Yes, 5% of the time


Talent Acquisition Contact:

Referral Bonus: