Real-Time WFM Lead — Hybrid/Remote

Huntington Bancshares, Inc.; Dallas (TX); Ibrido; USD 85.000 - 120.000; Tempo pieno

Descrizione del lavoro

Huntington Bancshares, Inc. in Dallas is seeking a WFM Real Time Operations Lead to manage reporting, forecasting, skilling, and routing to optimize contact center performance.

You will partner with business units and supervisors to anticipate call volume, maintain headcount data, and provide insights to improve efficiency. This full-time role offers an office-based environment with flexible work arrangements.

Competenze

• Bachelor’s degree or 5 years of related experience.
• 3+ years of WFM experience.
• Solid understanding of call center operations and WFM software.
• Excellent written and verbal communication skills.

Mansioni

• Generate and analyze workforce management reports.
• Manage and support other WFM roles with skilling and routing 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 events, campaigns, and changes impacting call volume and staffing.
• Assist in 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.

Conoscenze

Analytical thinking

Attention to detail

Collaborative / team-oriented

Microsoft Office proficiency

Communication skills

Formazione

Bachelor’s degree

Strumenti

Excel

Tableau

Verint

Aspect

Genesys

Descrizione del lavoro

Huntington Bancshares, Inc. in Dallas is seeking a WFM Real Time Operations Lead to manage reporting, forecasting, skilling, and routing to optimize contact center performance.

You will partner with business units and supervisors to anticipate call volume, maintain headcount data, and provide insights to improve efficiency. This full-time role offers an office-based environment with flexible work arrangements.