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Workforce Management Analyst

1 month ago

Buffalo, United States Continental Finance Company Full time
Job DescriptionJob DescriptionSalary: $22.00- $25.00

Come join a growing financial technology company that’s leading the marketplace in both the marketing and servicing of credit cards Continental Finance Company specializes in credit card options for those consumers with less than perfect credit. We are seeking a Workforce Management Analyst to support our Operations team.

 

The Workforce Management Analyst will be responsible for the daily call center's performance by effectively delivering real-time (intra-day) management to optimize resources to achieve business objectives. Key functional responsibility includes demonstrating a strong understanding of how planning/forecasting staffing requirements translate to optimizing schedules and real-time (intra-day) management to support a multi-vendor relationship. Strong communication skills will be critical in this role as it will involve providing feedback to CFC and multiple vendors. The position may require some evening and weekend availability as business needs arise.

    

Essential Functions:


Real-time Adherence Monitoring:

  • Utilize workforce management tools to monitor agent adherence to schedules in real time.
  • Identify and address deviations from schedules promptly to maintain optimal service levels.

Dialer Campaign Management:

  • Manage and optimize dialer campaigns to maximize contact rates and campaign effectiveness.
  • Analyze campaign performance metrics and adjust parameters as needed to achieve desired outcomes.

Workforce Forecasting and Planning:

  • Develop accurate forecasts for contact volume and staffing requirements based on historical data and business trends.
  • Collaborate with stakeholders to create staffing schedules that align with forecasted demand and service level goals.

Performance Analysis and Reporting:

  • Analyze contact center performance metrics, including service level, average handle time, and agent productivity.
  • Generate regular reports and dashboards to communicate performance insights to management and stakeholders.

Process Improvement and Optimization:

  • Identify opportunities to improve efficiency and effectiveness within contact center operations.
  • Implement process improvements and best practices to enhance workforce management and dialer campaign strategies.

Cross-Functional Collaboration:

  • Collaborate closely with contact center supervisors, managers, and IT teams to ensure seamless integration of workforce management tools and systems.
  • Provide real-time support and guidance to operational teams to ensure alignment with workforce management strategies and goals.


The ideal candidate will have the following:

  • Ability to work a varied schedule based on business needs- rotating nights and weekends.
  • A Bachelor's degree in Business Administration, Statistics, OR previous experience in a contact center environment, focusing on workforce management and dialer campaign management.
  • Proficiency in workforce management software (e.g., NICE, Aspect, Genesys), dialer systems, and Excel.
  • Strong analytical skills with the ability to interpret data and generate actionable insights.
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
  • Detail-oriented with a commitment to accuracy and quality in all work activities.
  • Ability to work effectively in a fast-paced, dynamic environment and adapt to changing priorities.


Why Continental Finance?

Continental Finance Company (the “CFC”) is one of America’s leading marketers and servicers of credit cards for consumers with less-than-perfect credit. Since our founding in 2005, we have prided ourselves on corporate responsibility to customers in terms of a strong customer support program and fair treatment.  With our success, we have also grown into an innovative financial tech company With a state-of-the-art consumer marketing and servicing platform, we provide a variety of services to consumers when other financial institutions will not accommodate them. With more than 2.6 million credit cards managed and serviced since our founding, we pride ourselves on putting the customer first. We are not a chartered banking financial institution, nor are we a debt originator or a credit card issuer.


CFC is an equal opportunity employer that is committed to inclusion and diversity. Our company provides equal employment opportunity (EEO) regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.


CFC is seeking bright, energetic individuals that will help us grow and develop together We uphold a promise to treat our employees with the same care and concern as we do our customers. We offer all employees competitive compensation and benefits in an exciting, fast-paced business casual environment. Join our growing team and apply online today

 

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