BASIC FUNCTION:Telephone Banking Center (Buffalo, NY or Millsboro, DE) - The Workforce Management Specialist creates volume and staffing forecasts for a multi-skill, multi-site call center. The incumbent also creates schedules and decisions time off requests with a goal of achieving service level throughout the day and assists in managing real-time schedule adjustments to deal with volume fluctuations. The WFM Specialists also creates reports from raw data for use by senior management in long-term planning.RESPONSIBILITIES:Maintain schedules and forecasts for 1 to 2 departments of Telephone Banking CenterAssess and approve/decline schedule requestsCreate detailed and complex ad hoc reports utilizing data from various sourcesCreate and distribute periodic reportsMake scheduling recommendations for new hire schedules to TBC ManagementMonitor and recommend real-time scheduling changes to accommodate all queuesBASIC QUALIFICATIONS:Associates Degree or 1-3 years data analysis, reports creation or database management experienceDetailed analysis skillsExpert Excel skills, particularly data conversion and pivot tablesAbility to perform complex data analysisWorking knowledge of MS AccessAbility to communicate with tact and diplomacyStrong Mathematical skillsAbility to work under pressure while executing day-to-day operational demandsIDEAL QUALIFICATIONS:Bachelor’s Degree in Information/Mathematics-related fieldAdvanced MS Excel and MS AccessWorking knowledge of Crystal ReportsVBA knowledge helpfulStatistical analysisDeals effectively with all levels of managementAbility to balance multiple prioritiesWorkforce management or comparable system knowledge(Aspect, Blue Pumpkin, IEX)
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Wednesday, September 10, 2008