Opportunity Overview
CORPORATE TITLE: Analyst
OFFICE LOCATION(S): Richardson
JOB FUNCTION: Digital Operations - Specialist
DIVISION: Platform Solutions
Platform Solutions
In Platform Solutions (PS), we power clients with innovative and customer-centered financial products. We bring the best qualities of a technology player and combine that with the best attributes of a large bank. PS is comprised of four main businesses, underpinned by engineering, operations, and risk management:
- Transaction Banking, a cash management and payments platform for clients building a corporate treasury system
- Enterprise Partnerships, consumer financial products that companies embed directly within their ecosystems to better serve their end customers
- ETF Accelerator, a platform for clients to launch, list and manage exchange-traded funds
Join us on our journey to deliver financial products and platforms that prioritize the customer and developer experience.
Responsibilities
- Lead Real time team to ensure daily SL’s are achieved.
- Analyze interval performance and monitor offline activities (coaching, trainings, team meetings, etc.).
- Monitor email boxes, make updates in Verint schedules, respond and file into the appropriate folders. Updating adherence adjustments as appropriate.
- Perform daily team adjustments audits that may have been missed from the previous day.
- Pull and send real time reports and other adhoc reports as requested.
- Communicate with workforce management teams, including partner sites, to provide guidance for real-time operational management.
- Train new hires and educate end users on processes and tools.
- Partner with Forecasting Team to ensure PTO Calendar Allotments are correct.
- Partner with Forecasting Team on shift bids and overall schedule management.
- Partner with team to proactively identify workforce management related improvement opportunities and drive relevant initiatives.
- Analyze volume and trends to determine real time staffing adjustments.
- Work with Help Desk and internal IT partners to open technical issue tickets and triage as needed.
- Identify critical intervals, gaps and potential solutions to ensure sufficient staffing and coverage.
- Partner with internal and external resources to maximize staffing effectiveness.
Qualifications
- Prior experience leading Real-Time workforce management, contact center operations required.
- Working knowledge of Verint WFM solution required.
- Demonstrated communication skills and techniques within a fast-paced corporate environment.
- Ability to handle multiple projects and deadlines without sacrificing professionalism.
- Ability to build and maintain relationships while leading critical business projects.
- Strong judgment and comfort with ambiguity.
- Strong PC skills required (Excel, Access, PowerPoint, Word).
- Competitive and entrepreneurial spirit with the ability to work under minimal guidance.
- Willingness to manage and be the front face of the team.
- Knowledge of call routing a plus.
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