Workforce Management Analyst I

Heartland Financial USA, Inc. is a growing dynamic organization with many locations offering uniquely different banking and financial solutions for businesses and personal clients. As a performance driven company, we strive to create a culture of excellence with high standards, and high values while providing outstanding growth and involvement opportunities for employees. Join a team that makes "Great Things Happen!"

The Workforce Management Analyst I will work under the supervision of the WFM Manager monitoring adherence to schedules and creating formulated recommendations and/or system updates to ensure all Heartland teams are working efficiently and effectively daily.

Primary Responsibilities

• Monitors daily agent activity and call volume trends for all queues and teams utilizing in Contact.
• Monitors intraday forecasting and trends to make recommendations or to update schedules to optimize call center performance.
• Completes ad-hoc reporting and analysis as needed to support the WFM team and call center management.
• Proactively works with team members as well as management on individual and team performance.
• Provides daily and weekly performance reports to present to WFM team for analysis.
• Identifies recurring issues with agent performance, or system issues and contribute ideas to resolve problems to better service the customer and/or improve productivity.
• Works with others within the department and in other organizational business lines to coordinate activities and identify and resolve operational problems.
• Completes annual E-Learning Plan and Bank Secrecy Act (BSA) training as assigned and keeps up-to-date knowledge of BSA as it relates to the job function.

Qualifications

• Bachelors from a four-year college or university equivalent work experience in performing Work Force Management and basic IVR functions in a multi-department/site contact center environment required
• 1-3 years experience in a call center environment
• Experience with call center adherence requirements, scheduling and ability to understand WFM and IVR software (NICE inContact, Five9, Avaya, etc.)
• Basic understanding and application of contact center operations including the WFM cycle, IVR concepts, skill routing and related terminology
• Must have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.)
• Must possess excellent oral and written communication skills with all levels of personnel and can multitask in fast-paced environment
• Ability to perform basic IVR functions (reporting, user access)
• Sound decision-making skills with the proven ability to apply logic to resolve complex problems
• Strong conceptual and analytical skills required

Scheduled Weekly Hours:

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