On-Site CX & Workforce Planning Analyst

First Horizon Corp.; Knoxville (TN); Hybrid; USD 62,000 - 90,000; Full time

Job summary

First Horizon Corp. is seeking a Customer Experience Analyst / Workforce Management Specialist to join First Horizon Bank Operations on-site in multiple U.S. locations.

The role focuses on forecasting, scheduling, and analytics to meet service levels while optimizing cost and efficiency across in-house and remote teams. The ideal candidate will develop comprehensive reporting on staffing and adherence, drive workforce strategies across departments, and contribute to performance improvements

Qualifications

• Minimum 2 years of experience in Workforce Management or CX operations.
• Experience with Workforce Management software (scheduling, performance tracking, reporting) such as NICE or Calabrio.
• Strong analytical abilities with forecasting focus; able to identify trends and operational improvements.

Responsibilities

• Monitor daily agent activity, adherence, and call volume trends across queues to optimize staffing.
• Forecast staffing needs short-term and long-term using workforce data and tools.
• Prepare weekly/monthly/annual forecasts for inbound telephony and support teams.
• Serve as primary contact for scheduling issues and provide real-time direction to staff.

Skills

Forecasting

Analytical skills

Problem solving

Written and verbal communication

Time management

MS Office

Tools

NICE

Calabrio

Job description

First Horizon Corp. is seeking a Customer Experience Analyst / Workforce Management Specialist to join First Horizon Bank Operations on-site in multiple U.S. locations.

The role focuses on forecasting, scheduling, and analytics to meet service levels while optimizing cost and efficiency across in-house and remote teams. The ideal candidate will develop comprehensive reporting on staffing and adherence, drive workforce strategies across departments, and contribute to performance improvements