Real-Time WFM Lead: Forecasting, Routing & Analytics

Huntington Bancshares, Inc.; United States; Hybrid; USD 85,000 - 110,000; Full time

Job summary

Huntington Bancshares, Inc. is seeking a WFM Real Time Operations Lead to manage workforce management reporting, short-term forecasting, and skilling/routing support for the call center across the Huntington Bank footprint.

The role focuses on analyzing data, delivering insights, and ensuring optimal contact center performance and efficiency. The incumbent will collaborate with business units and leadership to incorporate events, campaigns, and staffing needs into timely forecasts and headcount

Qualifications

• Bachelor's degree or 5+ years of related experience.
• 3+ years of WFM experience.

Responsibilities

• Generate and analyze workforce management reports.
• Manage and support other WFM roles with skilling and routing.
• Create and maintain short-term forecast.
• Document and maintain accurate headcount for all CSC employees.
• Collaborate with business units to understand events, campaigns, and changes that may impact call volume and staffing.
• Assist in developing and implementing 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 in WFM.

Skills

Call center operations

Data analysis

Forecasting

Reporting

Stakeholder collaboration

Education

Bachelor's degree

Tools

Verint

Aspect

Genesys

Excel

Tableau

Job description

Huntington Bancshares, Inc. is seeking a WFM Real Time Operations Lead to manage workforce management reporting, short-term forecasting, and skilling/routing support for the call center across the Huntington Bank footprint.

The role focuses on analyzing data, delivering insights, and ensuring optimal contact center performance and efficiency. The incumbent will collaborate with business units and leadership to incorporate events, campaigns, and staffing needs into timely forecasts and headcount