Bank of the West Workforce Management Analyst (Full Time) in Springfield, Illinois
Workforce Management Analyst (Full Time)
At Bank of the West, our people are having a positive impact on the world. We’re investing where we feel we can make the most impact, like advancing diversity and women entrepreneurship programs, financing for more small businesses, and promoting programs for sustainable energy. From our locations across the U.S., Bank of the West is taking action to help protect the planet, improve people’s lives, and strengthen communities. We are part of BNP Paribas, a global leader supporting the UN Sustainable Development Goals (SDGs). Yes, we’re a bank, but as the bank for a changing world, we are continually seeking to improve the ways we help our customers, while contributing to more sustainable and equitable growth.
Working Location Statement
This position has the option to work in one of our key hubs (San Ramon, CA, Tempe, AZ, Omaha, NE) or to work remotely as long as it is in within our 27 state working footprint which includes AZ, CA, CO, FL, GA, ID, IA, IL, KS, MI, MN, MO, NE, NV, NM, NC, ND, OH, OK, OR, SD, TX, UT, WA, WI, WY, NY.
Job Description Summary
Performs required Workforce Management functions to optimize Contact Center resources. Responsible for managing data analytics that provide overall data management and reporting. Oversees the development of analytical tools and solutions to support the business line.
Essential Job Functions
Uses WFM software tools to perform tasks including capacity planning, forecasting, scheduling, and reporting.
Advises in the implementation of business line's data analytics strategy. This may include recommending and developing of related programs for the business line.
Leads the research, design, development, testing, retrieval, and data reporting; utilizing the knowledge of various software packages.
Advises on the resolution of complex analytical and data integrity problems while prioritizing multiple tasks.
Identifies business, technology, and process improvement opportunities. This may include making recommendations to business line leaders.
Serves as Business Line's "analytic review" function to ensure the uniformity and quality of analytical tools and reports are delivered consistently to business partners.
Other Job Duties
May participate in various special projects.
Performs other duties as assigned.
Advanced knowledge of working with WFM tools and applying WFM practices and principles REQUIRED
Requires advanced knowledge of job area typically obtained through advanced education combined with experience.
May have practical knowledge of project management.
Requires 5 years minimum prior relevant experience.
- Bachelor's Degree
Complete understanding of Contact Center operational activities
Good management and control of work flows to produce deliverables within required timeframes and quality standards.
Fair knowledge of project management and Microsoft Office tools.
Understanding of style guides and editorial process.
Strong verbal and written communication skills.
Good inter-personal and partnering skills to facilitate effective working relationships.
Basic understanding of financial industry, risk management, and/or corporate security.
Ability to problem solve and swiftly escalate issues to senior staff when needed.
Keen eye for design and understanding of layout flows and infographics.
Ability to adjust to rapidly changing security environment and prioritize deliverables.
Ability to condense information and transform technical data into easily understandable concepts.
Strong leadership, and keen focus on details skills.
Equal Employment Opportunity Policy
Bank of the West is an Equal Opportunity employer and proud to provide equal employment opportunity to all job seekers without regard to any status protected by applicable law. Bank of the West is also an Affirmative Action employer - Minority / Female / Disabled / Veteran.
Bank of the West will consider for employment qualified applicants with criminal histories pursuant to the San Francisco Fair Chance Ordinance subject to the requirements of all state and federal laws and regulations.
Location: United States-Nebraska-Omaha
Other Locations: United States-Illinois-General IL, United States-Colorado-General CO, United States-Arizona-Tempe, United States-Iowa-General IA, United States-Nebraska-General NE
Requisition ID: 057995