Real-Time WFM Lead - Forecasting & Scheduling

Huntington Bancshares, Inc.; Indianapolis (IN); Hybrid; USD 85,000 - 115,000; Full time

Job summary

Huntington Bancshares, Inc. is seeking a WFM Real Time Operations Lead to drive reporting, forecasting, skilling and routing for our contact center.

The role involves analyzing data, providing insights, and supporting the WFM team to ensure optimal performance and efficiency. The position requires a Bachelor’s degree or 5+ years of WFM experience, 3+ years in WFM, and proficiency with Excel and Tableau, plus Verint/Aspect/Genesys familiarity.

Qualifications

• Bachelor’s degree or 5+ years of WFM experience.
• 3+ years of WFM experience.
• Solid understanding of call center operations.
• Proficiency with WFM software such as Verint, Aspect, or Genesys.
• Strong proficiency with Microsoft Office Suite.

Responsibilities

• Generate and analyze workforce management reports.
• Manage and support other WFM roles with skilling and routing processes to optimize call 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.

Skills

Excel

Tableau

Analytical skills

Communication

Call center knowledge

Education

Bachelor’s degree

Tools

Verint

Aspect

Genesys

Tableau

Job description

Huntington Bancshares, Inc. is seeking a WFM Real Time Operations Lead to drive reporting, forecasting, skilling and routing for our contact center.

The role involves analyzing data, providing insights, and supporting the WFM team to ensure optimal performance and efficiency. The position requires a Bachelor’s degree or 5+ years of WFM experience, 3+ years in WFM, and proficiency with Excel and Tableau, plus Verint/Aspect/Genesys familiarity.