Customer Experience Analyst – Workforce Management Analyst

Location: On site in Charlotte, NC, Knoxville, TN, Memphis, TN, Nashville, TN, Orland, FL, or Winston Salem, NC.

At First Horizon Bank Operations, we are on a mission to deliver a seamless customer experience. We are passionate about doing things right and doing the right things. We collaborate with each other and with our internal business partners to delight our customers. We believe in creating an environment where everyone’s ideas are valued so that the team operates at its best. Our team members serve with humility and a deep commitment to their responsibility to be the best at serving their customers one opportunity at a time.

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.

ESSENTIAL 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.

• Perform all other duties as assigned.

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

• This position is an on-site role. Remote work is unavailable.

• Multi-channel Contact Center Management Experience Preferred

• Ability to identify new areas where artificial intelligence can improve team efficiency and product quality