Are you passionate about project management and process improvement? Our Workforce Planning team is a highly-collaborative inclusive environment where we value relationship-building, strategic thinking, and solution-oriented members.
As a Workforce Analyst on the Change the Bank Team within Workforce Planning, you will lead analytics and process improvements that optimize capacity, strengthen service-level performance, and enhance customer outcomes. As an individual contributor, you will own high-impact projects that directly improve operational efficiency and resource alignment.
Job responsibilities
- Uses technologies and tools (such as Alteryx, Tableau and Python) to automate processes and enhance efficiency and performance.
- Act as a project lead coordinating cross-functional teams, managing product lifecycle, building business strategies, and advocating for customer needs, ensuring end-to-end product performance.
- Conduct root cause and trending analysis using historical performance data to identify opportunities and make strategic recommendations.
- Works effectively with individuals from different departments to achieve common goals, coordinating efforts and leveraging diverse perspectives.
- Serve as a subject matter expert in projects, providing insights and guidance to stakeholders.
- Support the identification and implementation of process improvements and best practices, driving initiatives from inception to completion.
- Prepare and present project updates, reports, and recommendations to leadership and stakeholders.
- Perform additional duties as assigned, aligned to business priorities and organizational needs to support business needs.
**Required qualifications, capabilities, and skills **
- Experience with technologies and tools such as Alteryx, Tableau, Python, and SQL
- Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practices.
- Demonstrated leadership capabilities, with the ability to influence and drive results.
- Delivers verbal messages clearly and compellingly, summarizes discussions to confirm understanding and alignment.
- Conveys information, ideas, and messages through written words with clarity, conciseness, and professionalism.
- Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time, and prioritize to complete a project/task
- Comfortable with a fluid business environment, changing job priorities, and working with people at a variety of levels internally and externally with the ability to work independently and/or in a group
- High proficiency in Microsoft Office products (Excel, PowerPoint, SharePoint, Word, Teams, etc.)
Preferred qualifications, capabilities and skills
- Minimum three years’ experience working in large call center, multi-site, or similar environments
- Minimum three years’ experience in processing, forecasting, staffing, scheduling, and/or project management.
- Collects, processes, and analyzes data to uncover meaningful patterns and insights that inform decision-making.
- Advanced knowledge and understanding of Alvaria eWorkforce Management platform, practices, policies, and procedures; both internal and across various lines-of-businesses
- Proven experience in developing, deploying, and optimizing Artificial Intelligence/Machine Learning models using industry-standard frameworks and tools to solve complex problems, enhance processes, and create new opportunities.