WFM Real Time Operations Lead

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

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) Yes

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.

Welcome to Huntington!

At Huntington, we look out for people. From reinventing banking with game‑changing innovations to building an internal culture that creates lifelong bonds, together, we can make people’s lives better. And amazing things happen when we look out for each other. We prove it every day. Whether it’s helping a colleague or collaborating on a new tool that will revolutionize the way people save money, our actions can have a huge impact. Our colleagues look out for people with a Can-Do Attitude, Service Heart and Forward Thinking. Those are our values—simple but powerful. Each of them pushes us do the right thing, to do right by people. Because people are what matter.

If that sounds like you, we hope you’ll apply to join our team.

If you’d like to learn more about how Huntington looks out for people, visit https://www.huntington.com/lookingout

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Reasonable Accommodations

Various methods will be used throughout the recruitment process to verify candidate authenticity. Any interviews conducted virtually must be joined from a distraction‑free environment, with the candidate on camera and without the use of virtual backgrounds.