Home Mortgage Customer Service Workforce Management Analyst
DescriptionThe Mortgage Servicing Division of Citizens Bank is building a best in class contact center to assist customers throughout the US with their mortgage servicing needs. We are searching for a highly skilled Workforce Management Analyst who will play a critical role in our ability to provide a great customer and colleague experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve our business objectives. Key functional responsibilities include strong understanding of how to develop forecasts based on historical and driver based information and create optimal schedules to support department operations.Primary responsibilities include:Daily real-time monitoring of inbound queue and agent performance to maximize resource efficiency and achieve service level goals / business objectives.Generate and evaluate staffing schedules (ie shift, breaks, lunch, etc.) to determine if adjustments are needed to support call forecasting needs.Partner with Contact Center leadership and Training team to schedule agent activities around call forecast patterns.Responsible for entering daily time off allotment into scheduling system based on call forecast to ensure optimal staffing levels.Responsible for updating schedule segment exceptions (ie adhoc coaching, training, tardiness, unscheduled absences, etc.) into scheduling system.Maintain constant communication with leadership to coordinate needed intra-day staffing adjustments for overtime and voluntary time off (VTO) based on current and forecasted results.Solicit overtime from agents based on forecasting needs.Partner with Work Force Management Team to provide data needed to produce call volume forecasts on a daily, weekly, monthly and annual basis.Compares actual results to forecast to identify opportunities for improvement in order to achieve a 5% deviation.Generate short and long-term staffing models and provide recommendations based on analysis.Provide daily/intra-day performance reports to leadership.Manage agent database to ensure accurate reporting.Responsible for schedule adherence reporting and identifying outliers for coaching.Responsible for workforce management KPI reporting.Responsible for overall department attrition reporting.Establish effective relationships with internal and external partners including Mortgage Servicing back offices, Finance, Business Solutions, IT, and Continuous Improvement (AGILE POD) as well as operational leadership to ensure daily service level metrics and business goals are met.Other related duties as assigned.QualificationsRequired Skills/Experience:Strong call center analytical background and well-rounded experience in all areas of workforce managementStrong working knowledge of Aspect, CUIC, and Verint workforce management toolsMust have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and have the ability to organize/analyze data in a structured mannerExcellent interpersonal, written and verbal skillsAbsolute team player who consistently demonstrates respect, inclusion and an open mindProven ability to coach to, and drive for results and provides strategic valueAble to promote change by influencing and guiding others in a positive mannerStrong project management skillsStrong listening and problem solving abilitiesAttention to detailWorking knowledge of Tableau a plusEducation, Certifications and/or Other Professional Credentials:4+ years of workforce management experience (forecasting, scheduling and real time)4+ years of call center analytical reviewHours & Work ScheduleHours per Week: 40Work Schedule: Monday - FridayWhy Work for UsAt Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.Equal Employment OpportunityCitizens, its parent, subsidiaries, and related companies provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague's or a dependent's reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.Equal Employment and Opportunity Employer/Disabled/VeteranCitizens is a brand name of Citizens Bank, NA and each of its respective affiliates.