Overview

The Workforce Management Analyst, Interfaces and manages the capacity planning, forecasting, scheduling, real time monitoring, call routing for Santander Consumer Customer Care Centers. You will also serve as a primary point of contact for internal business partners.  The analyst will also provide interval level staffing plans and the associated schedules to ensure service level attainment.

RESPONSIBILITIES:

  • Identify critical trends in data, assess associated business impact, and optimize efficiency of C3 Operations through process improvement
  • Collaborate with multiple business partners on an ongoing basis
  • Provide oversight for simultaneous workforce related projects 
  • Allocates appropriate resources to all efforts and ensures initiatives are delivered on time
  • Accountability for accuracy of all reporting and analysis completed in the department
  • Optimizing contact center agent skilling for optimal call delivery in a multi-skill environment

REQUIREMENTS:

  • Bachelors degree in business discipline (Finance, Management, etc.) or Math 
  • 5+ years of Workforce Management or Capacity Planning experience
  • Experience in a global multi-site center.
  • Expert level knowledge of workforce management software (IEX, Aspect eWFM, Verint/Blue Pumpkin or Genesys)
  • Advanced level knowledge of call routing process and technology on Avaya or Cisco platform
  • Ability to demonstrate advanced level understanding of all workforce concepts including capacity planning, short term forecasting, scheduling, real time monitoring, and contact center routing
  • Demonstrated ability to coach to results and improve performance and behavior of direct reports
  • Proven experience providing project and change management for multiple, simultaneous department and cross-functional projects
  • Demonstrated ability to synthesize quantitative data into easy to understand and actionable recommendations through a consulting mindset
  • Expert level knowledge of Microsoft PowerPoint and Excel

PREFERRED EXPERIENCE:

  • Experience in developing and delivering capacity plans for third party partners (workforce)
  • Experience in managing third party partner relationships (workforce)
  • Experience creating and/or managing top down and bottoms up budgeting models
  • Intermediate level SQL and data mining skills to include ability to write and edit queries.  Understanding of database relationship/or database management
  • Experience with BPO or Third party outsourcing 
  • Six Sigma certification (green, yellow, or black belt)
  • Project management certification (PMP)