Real-Time WFM Lead - Data-Driven Call Center Ops

Huntington National Bank; Akron (OH); Hybrid; USD 85,000 - 110,000; Full time

Job summary

The WFM Real Time Operations Lead at Huntington National Bank is responsible for workforce management tasks, including reporting, skilling/routing, short-term forecasting, and other operational activities to support the WFM team. The role involves analyzing data, providing insights, and ensuring efficient staffing and headcount accuracy across the footprint.

The position requires collaboration with call center leadership, strong Excel/Tableau skills, and experience with Verint/Aspect/Genesys.

Qualifications

• Bachelor’s degree or at least 5 years of related experience.
• 3+ years of WFM experience.
• Solid understanding of call center operations and experience using workforce management software.
• Strong proficiency in analysis tools such as Excel and Tableau.
• Strong analytical skills, attention to detail, and the ability to work collaboratively with call center leadership and colleagues to achieve operational objectives.
• Proficient in workforce management software such as Verint, Aspect, or Genesys.
• Experience in developing call volume forecast and agent schedules in a multi-channel contact center environment.
• Excellent written and verbal communication skills.
• Ability to multitask and work in a fast–paced environment.
• Ability to identify continuous improvement opportunities and solutions.
• Ability to prioritize multiple projects.
• Strong proficiency with Microsoft Office Suite.

Responsibilities

• Generate and analyze workforce management reports.
• Manage and support other WFM roles with the assignment of skilling and routing processes to optimize contact center performance.
• Create and maintain short-term forecast.
• Document and maintain accurate headcount for all CSC employees.
• Collaborate with business units to understand upcoming events, campaigns, and changes that may impact call volume and staffing requirements.
• Assist in the development and implementation of workforce management strategies.
• Collaborate with team leaders and supervisors to address workforce-related issues.
• Provide regular updates and recommendations to management.
• Support other WFM functions as needed.
• Participate in training and development opportunities to enhance knowledge and skills in workforce management.
• Performs other duties as assigned.

Job description

The WFM Real Time Operations Lead at Huntington National Bank is responsible for workforce management tasks, including reporting, skilling/routing, short-term forecasting, and other operational activities to support the WFM team. The role involves analyzing data, providing insights, and ensuring efficient staffing and headcount accuracy across the footprint.

The position requires collaboration with call center leadership, strong Excel/Tableau skills, and experience with Verint/Aspect/Genesys.