Job Summary

Utilizes matrix management style structure to serve as a mentor and manage deliveries and prioritized pipeline for all junior analyst of the Customer Care Workforce Management team unit. Responsible for the most complex assignments. Works with large and moderately complex data sets to evaluate, recommend, and support the implementation of business strategies. Works closely with team members on the daily execution of deliverables and assists less experienced team members as needed in order to ensure we meet service center goals and guidelines.

Job Duties and Responsibilities

• Leads and provides guidance and feedback to team members and/or contractors for workforce management; schedules staff; provides daily work assignments; provides input to management regarding employee goals and performance evaluations, but does not have formal performance management and hire/terminate authority. Serves as a mentor to junior analysts and as a subject matter expect in the utilization of workforce management tools and processes. Supports evolving workforce management practices.
• Leads evolution of workforce management solutions , identifying and exploiting opportunities for enhanced workforce management that align with Customer Care strategy. Provides day-to-day support to Customer Care Team and support functions to build a culture and climate focused on developing a data-driven culture. Partners with junior analyst to complete scheduling responsibilities and provides schedule analysis and staff recommendations to meet service center goals. Leads workforce management forecasting, scheduling, capacity planning, schedule management, real-time management, reporting, and analysis to achieve set service level goals such as adherence to schedule, schedule efficiency, utilization, and occupancy. Partners with leaders to determine short-term and long-term workload staffing needs. Uses workforce management software and call volume history to help manage intra-day staffing levels and to determine the most effective methods for staffing adjustments.
• Partner with leadership to develop and execute related action plans for agreed upon improvements. Leads workforce management initiatives related to Customer Care. Leads meetings with managers and subject matter experts to define and gather requirements and overall objectives. Works cross functionally with varying data owners within Customer Care to support the implementation of processes and procedures to ensure that governance, stewardship, transparency is maintained at all times. Provides technical expertise and supports activities related workforce management services. Identifies ways to increase the use of workforce management, designing end-to-end solutions that provide insights and information for key decision-makers.
• Leads workforce analytics and reporting solutions and collaborates with management to determine adequacy and effectiveness; developing action plans to improve staffing models. Provides analytical summaries to leadership with recommendations for areas of suggested improvements; partners with leadership to develop and execute related action plans for agreed upon improvements. Provides insight into industry benchmarks and trends to determine tolerances and identify when key metrics are at risk or exceed tolerances. Leads analysis and reconciliation of data and reporting projects and initiatives delivery. Partners with junior analyst to complete detailed, accurate, and timely completion of scheduling and performance reports at various frequencies: intraday, daily, weekly, monthly and quarterly. Develops complex reports for team units to measure improvements.
• Responsible for workforce management tools/programs within technology platform(s) to maximize utilization, effectiveness, efficiency and experience of users for all roles from agents to senior leadership. Configure and maintain workforce campaign settings, queue assignments, time-off allotment tolerances, processing engine rules, Queue Analytics views, etc.. Collaborates with management to determine adequacy and effectiveness of workforce analytics and reporting. Reviews analytics and reporting solutions and collaborates with management to determine adequacy and effectiveness; developing action plans to improve workforce management.
• Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion.
• Performs other related duties as required.

The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Synovus is an Equal Opportunity Employer supporting diversity in the workplace

Minimum Education:

• Bachelor's degree or an equivalent combination of education, certifications and experience.

Minimum Experience:

• Eight years of experience in workforce management experience using workforce management software including experience developing analytics and reporting, capturing, storing and reporting historical statistics (e.g., call volumes, AHT, service level, forecast accuracy, occupancy, shrinkage, adherence), scheduling, forecasting, real-time monitoring in a contact center environment with over 75 seats supporting inbound/outbound calls, digital banking message and email channels and chat. And at least 1 year of experience mentoring or directing a team via matrix management.

Required Knowledge, Skills, & Abilities:

• Proficiency using Microsoft Office software products including intermediate knowledge of Excel formula definitions
• Understanding of reporting tools (e.g. Microsoft Power BI, SQL Server)
• ACD/Call routing technology and process knowledge
• Strong communication skills, both written and verbal; solid presentation skills.
• Strong mathematical, statistical, analytical, problem solving and conceptual skills
• Knowledge of project management techniques and good project management skills
• Flexibility and ability to adjust to changing priorities, new strategies and policy changes
• Proven ability to partner effectively across all levels of the organization and develop positive working relationships
• Ability to independently prioritize and follow-up on commitments
• Ability to take initiative to resolve issues, self-motivated, self-directed and able to work with minimal supervision
• Action and results oriented
• Strong attention to details and accuracy

Preferred Knowledge, Skills, & Abilities:

• Bachelor's degree in computer science, statistics, information systems
• Experience in banking or financial industry
• Experience using contact center workforce management platforms such as Five9, Verint
• SQL Data Design experience
• Knowledge of data base principles to include linking data across multiple data sources, building moderate to complex queries
• Team Member Management and Leadership Training.