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Senior Analyst, Workforce Management

2 months ago

Hartford, United States Webster Bank Full time

If you’re looking for a meaningful career, you’ll find it here at Webster. Founded in 1935, our focus has always been to put people first--doing whatever we can to help individuals, families, businesses and our colleagues achieve their financial goals. As a leading commercial bank, we remain passionate about serving our clients and supporting our communities. Integrity, Collaboration, Accountability, Agility, Respect, Excellence are Webster’s values, these set us apart as a bank and as an employer.

Come join our team where you can expand your career potential, benefit from our robust development opportunities, and enjoy meaningful work

The Senior Analyst, Workforce Management ensures Workforce Management processes and procedures are followed related to the completion of staff scheduling, staff monitoring, PTO administration, and data collection in an efficient and timely manner. Ensure Workforce Management goals are met and assist with the management of Forecasting, Scheduling, and Intra-day optimization activities across all channels. Assist the Workforce Management team with the real-time monitoring and management of day-to-day activities.

Responsibilities:

  • Assist with the process and development of all contact center schedules and ensure appropriate staffing to meet service and efficiency goals.
  • Create forecasts for all Contact Center inbound calling departments and confirm relative accuracy by reviewing data and comparing with data for prior periods.
  • Performing quarterly/monthly/weekly/daily scheduling tasks for Contact Center groups; including, but not limited to creating scheduling models as well as creating shift packages for bidding and flex packages
  • Managing the bidding and scheduling process for all departments (creating and distributing communications; obtaining colleague selections; completing the process in expected timeframes).
  • Review effectiveness and efficiency of the scheduled staff for the short term to achieve service and efficiency goals. Partners with leadership and bankers to recommend adjustments as necessary.
  • Manage and adjust OPAs appropriately both short term and intra-day. Ensure shrinkage is planned appropriately to maximize utilization targets.
  • Make decisions regarding agent vacation requests based on forecasted service levels and upcoming impactors, assessing the effect of each absence on service level, and making decisions based on service level attainment AND the impact to the employee.
  • Recognize gaps and opportunities, communicate the situation in clear language, and provide viable options with related implications in a timely and compelling manner. Facilitate real-time discussions with leadership team.
  • Manage Workforce Management playbook and partner with leadership to return bankers to the phones, reschedule pre-planned meetings and/or training efforts for a later time, or schedule development efforts between various leaders and bankers to leverage periods of time where excess staffing is forecasted and/or occurring.
  • Exercise sound judgement when making recommendations and business decisions. For example: Balance consistency in the service levels by interval with the growth and development needs of our front-line colleagues.
  • Complete root-cause analysis to determine reasons for forecast variance and recommends countermeasures to improve forecast accuracy and effectiveness that reduce cost and/or mitigate risk
  • Run and analyze reports to make recommendations to meet departmental goals. Ensures that all reports originating from the department are accurate and reliable.
  • Assist with projects as assigned by contact center leadership
  • May serve as WFP contact in the absence of management
Education/ Experience:
  • Candidates with advanced degrees (Associates, Bachelor’s, and/or Master’s) preferred, yet a High School diploma or GED is required. Candidates with some combination of coursework and experience, or extensive related professional experience, are eligible for consideration
  • 4-7 years of previous contact center workforce management experience - with an understanding of call routing concepts and how they impact staffing requirements Experience with multi-channel environment preferred
  • Experience working with workforce management and telephony software required
  • Experience working with a remote staff preferred
Job Skills:
  • Ability to understand Webster’s mission, goals, and strategies and translate that to ethically support the business in all activities
  • Strong attention to detail and organizational skills with a tolerance for repetitive activities and tasks
  • Ability to be flexible in a changing environment, work independently, handle pressure, and manage multiple task assignments
  • Strong to advanced understanding of Excel, PowerPoint, and other Microsoft products preferred
  • Strong problem solving, troubleshooting, and analytical skills to be leveraged in day-to-day activities as well as special projects along with the ability to exercise sound judgment
  • Must be able to apply mathematical concepts and analysis to solve complex problems and develop workable solution
  • Strong written and verbal communication skills, including presentation skills, and partnering and working well with all bank leadership employees


The estimated salary range for this position is $65,000.00 to $75,000.00 USD annually. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.