Real-Time WFM Lead: Forecasting & Routing

Huntington Bancshares, Inc.; Charlotte (NC); Hybrid; USD 85,000 - 105,000; Full time

Job summary

Huntington Bancshares, Inc. is seeking a WFM Real Time Operations Lead to oversee reporting, short-term forecasting, skilling and routing, and day-to-day operational support. The role focuses on data analysis, insights, and enabling the WFM team to maximize efficiency across the contact center.

This position emphasizes collaboration with business units and supervisors to anticipate events, ensure accurate headcounts, and implement workforce strategies that optimize customer service performance.

Qualifications

• Bachelors 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 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
• Experience with vendor management/partnerships

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.

Skills

Analytical skills

Attention to detail

Collaboration

Microsoft Office

Excel

Tableau

Education

Bachelors degree

Tools

Verint

Aspect

Genesys

Job description

Huntington Bancshares, Inc. is seeking a WFM Real Time Operations Lead to oversee reporting, short-term forecasting, skilling and routing, and day-to-day operational support. The role focuses on data analysis, insights, and enabling the WFM team to maximize efficiency across the contact center.

This position emphasizes collaboration with business units and supervisors to anticipate events, ensure accurate headcounts, and implement workforce strategies that optimize customer service performance.