FNBO is committed to the success of its employees and is seeking a Workforce Analyst to facilitate customer care forecasting and reporting. This role involves providing analysis on performance metrics, acting as a subject matter expert on the NICE Performance Management tool, and engaging with managers and agents to drive improvements in customer care performance.
Responsibilities
- Break out upcoming 90-day view from long term forecast by skill to determine appropriate business needs are met for resource allocation, customer and employee experience, and training
- Accountable for reporting needs and analysis of agent and skill performance to include - calls trends and behaviors, AHT, shrinkage categories and service performance at a partner/skill level
- Act as a subject matter expert on NICE Performance Management tool
- Stay up to date on workforce and performance trends across the industry
- Participate in conversation on new capability or configuration, bring forth ideas and best practices
- Engage early and often with all managers for best use and enablement of the tool
- Provide regular read out of trends and recommendations of focus areas for greatest improvements
- Provide recommendations to leadership for agent KPIs by understanding budget drivers to drive overall Customer Care performance
- Monitor performance drivers against business changes & develop models to improve overall business performance
- Identify opportunities and benefits offered through skills-based routing, demonstrating the benefit of proposed changes through testing scenarios. Identify and make recommendations to leaders. Proactively make changes within scope of role
- Provide guidance on service channels, performance within channels, performance in multiple channels and analysis of performance once executed
- Deliver effective & accurate reports detailing key performance indicators with commentary on what the data is showing and clearly state all assumptions applied
- Accountable for ongoing Performance Management dashboard development and manager education and support
- Complete financial unit cost analysis by agent, manager, director, skill and tenure
Skills
- High School Diploma or GED
- Expert in Microsoft Suite and data analysis tools
- Strong organizational and analytical skills and the ability to manage multiple deadlines is required
- Demonstrated effective time management skills
- Previous working experience, 1-3 years, in workforce management team within production or contact center environment
- High level of attention to detail and accuracy
- Previous experience in NICE CX One product suite
Benefits
- Medical, Dental, Vision Insurance
- 401k, With Matching Contributions
- Time Off Programs
- Health Savings Account (HSA)/Dependent Care
- Employee Banking
- Growth Opportunities
- Tuition Assistance
- Short-Term/Long-Term Disability Insurance
Company Overview
FNBO is a financial organization that offers digital banking and accounting service and products for business and personal commercial needs. It was founded in 1857, and is headquartered in Omaha, Nebraska, USA, with a workforce of 1001-5000 employees. Its website is https://www.fnbo.com.
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