Customer Experience Forecasting & Workforce Analyst

First Horizon Bank; Knoxville (TN); On-site; USD 60,000 - 90,000; Full time

Job summary

First Horizon Bank is seeking a Customer Experience Analyst / Workforce Management Specialist for an on-site role to optimize staffing and service levels across multiple sites. You will forecast needs, build schedules, and produce actionable reports to guide decisions.

You will monitor adherence, analyze metrics, and lead bi-weekly planning with management to improve efficiency while controlling costs. The position requires strong analytical skills and proficiency in WFM tools like NICE and

Qualifications

• 2+ years in Workforce Management in CX/CXONE environments.
• Experience with NICE or Calabrio WFM is preferred.
• Strong forecasting and analytical capabilities required.
• Excellent organizational and communication skills.

Responsibilities

• Monitor daily agent activity, adherence, and call volume trends to maximize productivity.
• Forecast staffing needs and prepare short/long-term schedules.
• Prepare and analyze workforce reports for multiple sites.
• Serve as primary contact for scheduling issues and real-time staff movement.
• Analyze trends and identify operational improvements.
• Lead planning discussions with management on cadence calls.

Skills

Forecasting

Analytical skills

Scheduling

Reporting

Tools

NICE

Calabrio

WFM software

MS Office

Job description

First Horizon Bank is seeking a Customer Experience Analyst / Workforce Management Specialist for an on-site role to optimize staffing and service levels across multiple sites. You will forecast needs, build schedules, and produce actionable reports to guide decisions.

You will monitor adherence, analyze metrics, and lead bi-weekly planning with management to improve efficiency while controlling costs. The position requires strong analytical skills and proficiency in WFM tools like NICE and