Realtime WFM Lead - Hybrid/Remote, Forecasting & Analytics

Huntington Bancshares, Inc.; Hoover (AL); Hybrid; USD 85,000 - 120,000; Full time

Job summary

Huntington Bancshares, Inc. is seeking a WFM Real Time Operations Lead to oversee reporting, skilling, routing, and short-term forecasting for the bank's contact center.

The role focuses on analyzing data, providing insights, and supporting the WFM team to drive efficiency and performance. Responsibilities include generating reports, maintaining headcount records, and collaborating with business units to anticipate events that affect call volume and staffing.

Qualifications

• Bachelor’s 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.
• Proficient in workforce management software such as Verint, Aspect, or Genesys.
• Strong analytical skills and attention to detail.

Responsibilities

• 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.
• 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 to enhance knowledge and skills in workforce management.
• Performs other duties as assigned.

Skills

Analytical skills

Attention to detail

Excellent communication

Multitasking

Education

Bachelor’s degree or equivalent experience

Tools

Verint

Aspect

Genesys

Excel

Tableau

Microsoft Office Suite

Job description

Huntington Bancshares, Inc. is seeking a WFM Real Time Operations Lead to oversee reporting, skilling, routing, and short-term forecasting for the bank's contact center.

The role focuses on analyzing data, providing insights, and supporting the WFM team to drive efficiency and performance. Responsibilities include generating reports, maintaining headcount records, and collaborating with business units to anticipate events that affect call volume and staffing.