Workforce Analyst II - S2

Credit One Bank; Las Vegas (NV); On-site; USD 65,000 - 90,000; Full time

Job summary

Credit One Bank in Las Vegas seeks a Workforce Analyst II - S2 to support the Customer Service leadership team with insight and action on 3rd party call handling, real-time adherence, and KPI reporting. You identify trends, recommend solutions, and drive operation effectiveness through data-driven decisions.

The role collaborates with Operations, IT, and vendors to resolve outages, manages rosters, access, and volume forecasts, and participates in process improvements to advance the company’s

Qualifications

• 1 year of workforce management experience in an inbound call center is preferred.
• Experience driving ASA, Service Level, and Abandon Rates through real-time scheduling.
• Proficient verbal and written communication.
• Strong organizational and multitasking skills.
• Proficient with MS Word, Excel, PowerPoint; comfortable with Windows.
• Experience with CMS interface is preferred.
• Familiarity with WFM/forecasting/scheduling software; VBA or SQL a plus.

Responsibilities

• Analyze and create reports to identify trends and guide service improvements.
• Manage real-time department goals including ASA and staffing compliance.
• Complete work orders, vendor access forms, and roster changes for staffing.
• Document volume allocation changes (Impact Logs, CMS, DR/BCP, forecasts).
• Participate in process improvement projects aligned with company initiatives.
• Attend staffing and business reviews; act as IT/vendor liaison during outages.

Skills

Workforce management

Call center metrics

Real-time scheduling

Verbal & written communication

Organizational skills

MS Office Suite

CMS interface

WFM forecasting software

SQL/VBA

Tools

CMS interface

WFM software

SQL basics

Job description

Position Summary

The Workforce Analyst II - S2 position supports the Customer Service leadership team by providing insight and analysis of 3rd party agency call handling effectiveness. This is accomplished by identifying call handling trends and opportunities, recommending solutions to narrow or close performance gaps, and in many cases, taking immediate action to drive operation effectiveness. The Workforce Analyst II - S2 generates and reviews call metric KPI reports, real time adherence, roster management, and access rights requests. In addition, the role supports the Customer Service department by acting as liaison between the internal Operations team, IT department and 3rd party vendors when system outages are reported.

Summary Essential Job Functions

• Analysis and creation of reports to identify trends and provide direction to internal and external units for appropriate enhancements to improve servicing.
• Real time management of department goals including: Global ASA, Staffing Compliance and Forced Disconnects.
• Regularly complete, review and obtain approval for work orders, vendor access forms and roster changes.
• Effectively document ad-hoc changes to volume allocation including but not limited to Impact Logs, CMS reporting, DR / BCP, and Forecast Allocation.
• Participate in projects or process improvement initiatives that achieve and support the company’s strategic initiatives.
• Attend and facilitate staffing and business review meetings as required.
• Act as a point of contact for the customer service team on IT / network team conference calls as required.
• Must exemplify professional and ethical behavior.
• Miscellaneous tasks as assigned.

Position Requirements

• 1 year of workforce management experience (e.g., RTA, Scheduler) for an inbound call center operation is preferred.
• Knowledge/proven experience driving call center metrics such as ASA, Service Level, and Abandon Rates through real-time workforce management.
• Experience with the CMS interface is preferred.
• Demonstrated verbal and written communication skills.
• Demonstrated organizational skills.
• Must have PC skills and the ability to utilize software such as, Microsoft Word, Windows, Excel, PowerPoint, etc.
• Experience using WFM/Forecasting/Scheduling Software Preferred.
• VBA or SQL a plus.

Credit One Bank, N.A. is a data-driven financial services company based in Las Vegas. Founded in 1984, Credit One Bank offers a spectrum of credit card products for people in all stages of financial life. Credit One Bank is an equal opportunity employer committed to diversity and inclusion and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin. Reasonable accommodations can be made for those who require them, including access to job applications and workplace accommodations. Employment at Credit One Bank is based on mutual consent (also known as at-will). This means that employees and the Bank may terminate the employment relationship at any time, with or without cause and with or without notice.