Customer Experience & Workforce Optimization Analyst

First Horizon Bank; Knoxville (TN); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Medical with wellness incentives

HSA with company match

Maternity and parental leave

Tuition reimbursement

Mentor program

401(k) with 6% match

Job summary

First Horizon Bank is seeking a Customer Experience Analyst / Workforce Management Specialist to join our Operations team on site in multiple locations. You will forecast staffing needs, manage schedules, and develop reporting to support service levels and cost efficiency.

The role emphasizes data-driven decision making, real-time staff movement guidance, and cross-functional collaboration to improve productivity across in-house and remote queues.

Qualifications

• 2+ years in Workforce Management in a contact center environment.
• Experience with CXone preferred; knowledge of NICE/Calabrio.
• Strong forecasting and analytics ability.
• Excellent verbal and written communication skills.
• Organized with accuracy and timeliness; detail oriented.
• Able to multitask and manage schedules and adherence reporting.
• Proficient with MS Office tools.

Responsibilities

• Monitor daily agent activity and adherence to maximize productivity.
• Forecast staffing needs using workforce data and trends.
• Prepare short- and long-term forecasts for inbound telephony and support teams.
• Provide real-time direction for staff movements to optimize service and cost.
• Compile and disseminate reports on volume, efficiency and performance.
• Analyze performance at intervals (interval, daily, weekly, monthly).
• Lead planning for workforce efficiencies and operational improvements.
• Identify opportunities for process improvements and automation.

Skills

Forecasting

Analytical skills

Communication skills

MS Office

Scheduling

Attention to detail

Organizational skills

Multitasking

Problem solving

Data analysis

Tools

NICE

Calabrio

Job description

First Horizon Bank is seeking a Customer Experience Analyst / Workforce Management Specialist to join our Operations team on site in multiple locations. You will forecast staffing needs, manage schedules, and develop reporting to support service levels and cost efficiency.

The role emphasizes data-driven decision making, real-time staff movement guidance, and cross-functional collaboration to improve productivity across in-house and remote queues.