Real-Time WFM Lead — Hybrid/Remote Eligible

Huntington Bancshares, Inc.; Columbus (OH); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Huntington Bancshares, Inc. is seeking a WFM Real Time Operations Lead located at any Huntington Bank corporate office within the footprint.

The role handles reporting, skilling/routing, short-term forecasting, and other operational WFM activities to ensure optimal performance and efficiency. You will generate and analyze reports, support skilling and routing, create short-term forecasts, maintain headcount data, collaborate with business units on events, campaigns, and changes affecting call

Qualifications

• Bachelor’s degree or at least 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 processes.
• Create and maintain short-term forecast.
• Document and maintain headcount for CSC employees.
• Collaborate with business units on events, campaigns, and volume impacts.
• Develop and implement workforce management strategies.
• Collaborate with team leaders to address WFM issues.
• Provide updates and recommendations to management.
• Support other WFM functions as needed.
• Participate in training to enhance WFM knowledge.

Skills

Call center operations

Forecasting

Scheduling

Data analysis

Communication

Education

Bachelor's degree

5 years related experience

Tools

Verint

Aspect

Genesys

Excel

Tableau

Job description

Huntington Bancshares, Inc. is seeking a WFM Real Time Operations Lead located at any Huntington Bank corporate office within the footprint.

The role handles reporting, skilling/routing, short-term forecasting, and other operational WFM activities to ensure optimal performance and efficiency. You will generate and analyze reports, support skilling and routing, create short-term forecasts, maintain headcount data, collaborate with business units on events, campaigns, and changes affecting call