Job Description
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:
40Time Type:
Full timeThe Heartland vision is to differentiate itself by highlighting its uniqueness as a commercial banking organization supported by a strong retail delivery system. As one of the top 100 bank holding companies nationwide, Heartland delivers high-quality financial products and service to clients in the Midwestern, Southwestern and Western United States.Heartland's common stock is traded through the NASDAQ Global Select Market System under the symbol "HTLF."EOE/AA Employer M/F/Disabled/VetMember FDIC Equal Housing Lender
Employment at Heartland Financial USA, Inc. is employment at will