Career Center

The Workforce Management Analyst for the Contact Center is responsible for tracking historical call patterns and other business indicators to accurately forecast call volume, call handling metrics, and translate into staffing needs to support the Customer Care Center objective of a superior and efficient customer experience. This position is responsible for the effective scheduling of the Customer Care Center (CCC) and other contact center resources with real time monitoring of intraday performance including the recommendations and execution of adjustments in response to call volume or staff changes.

 This position is responsible for integrating data from multiple sources to produce daily, weekly and monthly contact center reports for several business lines.  The position is responsible to design and maintain report formats, dashboards, data generators, canned reports and other end-user information portals or resources.  The person will be expected to create custom reports based on business requests and will need to understands departments, organizational strategy, KPI’s and operating objectives and how these metrics contribute to the banks objectives.  This position, working in the Analytics department, will conduct analyses of call data, create presentations and make recommendations to improve the Contact Center’s performance.   The person will need to makes decisions regarding own work methods, occasionally in ambiguous situations, and requires minimal direction and receives guidance, where needed, from the CCC Director and Analytics Director.

ESSENTIAL DUTIES & RESPONSIBILITIES 

Key functional responsibility includes the ability to effectively plan and forecast staffing requirements, translate to the creation of optimal schedules and reports aligned to call arrival and handling patterns to support multi-department contact center operations

• Perform analysis of current performance (noting recent historical trends) and conduct real-time intraday re-forecasting to make necessary adjustments in staffing plans and coordinate with CCC and Operations team’s ability to achieve service level goals / business objectives.
• Produces call volume forecasts and reports on a daily, weekly, monthly and annual basis.
• Work with various internal departments to collect source data, on a regular basis and as needed.
• Design and build analyses/trending/forecasting reports using Excel or other technology.
• Creates and publish metrics dashboards and executive presentations. Identify, analyze, and interpret trends or patterns in complex data sets.
• Develop processes, tools, and templates to enable efficient, accurate, and standardized data analyses and related deliverables; leverages automation to greatest extent possible. Develop and implement data collection systems and other strategies that optimize statistical efficiency and data quality.
• Ensure consistency and accuracy of information and reporting by identifying issues and fluctuations with core metrics/KPIs facilitates changes, research questions, participate in projects and/or lead process and data improvement efforts.
• Ensures that all changes to reporting, processes, and procedures are reflected, appropriately documented, and consistently are maintained for teams. Ensure the correct first time /quality review processes are utilized and that changes maintain data integrity control processes.
• Other duties as assigned or requested.

• Must have 3+ years’ Workforce Management contact center experience for consideration
• Knowledge of banking preferred
• Bachelor's Degree or equivalent experience (Comprehensive knowledge of Microsoft Office Applications including Word, Excel, and PowerPoint and data reporting)
• SQL experience a plus
• Experience creating automated reports and self-service tools
• In-depth experience in Microsoft Excel including formulas, pivots, charts, and graphs
• Excellent organizational skills
• Strong communication skills: verbal and written
• Experience drafting/developing requirements (technical, business specific language/technical documentation)
• Strong Business Acumen, ability to learn business areas quickly
• Strong leadership abilities and experience in Workforce Management and Reporting in call centers.
• Highly motivated professional with the ability to handle multiple priorities and complete tasks/projects with stated deadlines
• Strong organizational and time management skills
• Ability to multi-task and work independently
• Attention to detail, and the capability and drive to identify, analyze, and solve problems collaboratively.
• Demonstrate problem solving and be proactive to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action
• Strong written and verbal communications skills and ability to influence others.
• Maintain effective communication with internal partners, external vendors/partners and contact center staff.
• Structure and present complex subjects in a meaningful and comprehensible manner.
• Develop work plans to meet deadlines, accurately estimate completion dates and communicate status.
• Ability to drive results, work under pressure, meet deadlines and be accountable for performance.
• Work closely with management to prioritize business and information needs, and demonstrate flexibility to adapt to evolving business priorities.
• This position requires some evening and weekend availability as business needs arise.
• Strong computer and technical skills
• Must have reliable transportation;  must be flexible and able to adapt to new job locations and re-assignments as directed
• Ability to adhere to Needham Bank’s Core Values (Focus on Customer Relationship, Embrace Change, Work as a Team, Be an Asset to Your Community, Always Learn, and Do the Right Thing)

Needham Bank offers a competitive salary and an amazing benefit package for a full-time employee which includes fully paid medical and dental insurance, HRA, 401(k) plan with an 8% bank match, paid time off  (PTO), paid holidays, a bonus program, flexible spending accounts, vision service plan, group term life insurance, short and long term disability insurance, tuition reimbursement, and an Employee Assistance Program.  We offer a great benefit package to our eligible part-time employees as well.

Needham Bank is an Equal Opportunity/Affirmative Action Employer.  Needham Bank will provide all applicants for employment and all employees with equal opportunity for employment and promotion regardless of race, color, religion, gender, national origin or ancestry, age, disability, veteran status, military service, sexual orientation, genetic information, or gender identity.