WFM Real Time Operations Lead

Huntington Bancshares, Inc.; Charlotte (NC); Hybrid; USD 85,000 - 105,000; Full time

Job summary

Huntington Bancshares, Inc. is seeking a WFM Real Time Operations Lead to oversee reporting, short-term forecasting, skilling and routing, and day-to-day operational support. The role focuses on data analysis, insights, and enabling the WFM team to maximize efficiency across the contact center.

This position emphasizes collaboration with business units and supervisors to anticipate events, ensure accurate headcounts, and implement workforce strategies that optimize customer service performance.

Qualifications

• Bachelors 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
• Strong proficiency in Excel and Tableau
• Strong analytical skills, attention to detail, and the ability to work collaboratively with call center leadership and colleagues to achieve operational objectives
• Proficient in workforce management software such as Verint, Aspect, or Genesys
• Experience in developing call volume forecast and agent schedules in a multi-channel contact center environment
• Excellent written and verbal communication skills
• Ability to multitask and work in a fast-paced environment
• Ability to identify continuous improvement opportunities and solutions
• Ability to prioritize multiple projects
• Strong proficiency with Microsoft Office Suite
• Experience with vendor management/partnerships

Responsibilities

• Generate and analyze workforce management reports.
• Manage and support other WFM roles with the assignment of skilling and routing processes 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 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.
• Performs other duties as assigned.

Skills

Analytical skills

Attention to detail

Collaboration

Microsoft Office

Excel

Tableau

Education

Bachelors degree

Tools

Verint

Aspect

Genesys

Job description

Description

This position can be located at any Huntington Bank corporate office within the Huntington Bank footprint.

Summary

The WFM Real Time Operations Lead is responsible for various workforce management tasks, including reporting, skilling/routing, short-term forecasting, and other operational activities. This role involves analyzing data, providing insights, and supporting the WFM team to ensure optimal performance and efficiency.

Duties And Responsibilities

• Generate and analyze workforce management reports.


• Manage and support other WFM roles with the assignment of skilling and routing processes 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 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.


• Performs other duties as assigned.

Basic Qualifications

• Bachelor’s degree or at least 5 years of related experience


• 3+ years of WFM experience

Preferred Qualifications

• Solid understanding of call center operations and experience using workforce management software.


• Strong proficiency in analysis tools such as Excel and Tableau


• Strong analytical skills, attention to detail, and the ability to work collaboratively with call center leadership and colleagues to achieve operational objectives


• Proficient in workforce management software such as Verint, Aspect, or Genesys


• Experience in developing call volume forecast and agent schedules in a multi-channel contact center environment


• Excellent written and verbal communication skills


• Ability to multitask and work in a fast-paced environment


• Ability to identify continuous improvement opportunities and solutions


• Ability to prioritize multiple projects


• Strong proficiency with Microsoft Office Suite


• Experience with vendor management/partnerships

Exempt Status

Yes (not eligible for overtime pay) (No = eligible for overtime pay)

Workplace Type

Office

Our Approach to Office Workplace Type

Certain positions outside our branch network may be eligible for a flexible work arrangement. We're combining the best of both worlds: in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team.

Huntington will not sponsor applicants for this position for immigration benefits, including but not limited to assisting with obtaining work permission for F-1 students, H-1B professionals, O-1 workers, TN workers, E-3 workers, among other immigration statuses. Applicants must be currently authorized to work in the United States on a full-time basis.

Huntington is an Equal Opportunity Employer.

Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.