Description

Summary:

The Workforce Management (WFM) Specialist is responsible for various workforce management tasks, including reporting, skilling/routing, short-term forecasting, and other operational activities. This role involves analyzing data, providing insights, and supporting the WFM team to ensure optimal performance and efficiency.

Duties and Responsibilities:

• Generate and analyze workforce management reports.
• Manage and support other WFM roles with the assignment of skilling and routing processes to optimize contact center performance.
• Create and maintain short-term forecast.
• Document and maintain accurate headcount for all CSC employees.
• Collaborate with business units to understand upcoming events, campaigns, and changes that may impact call volume and staffing requirements.
• Assist in the development and implementation of workforce management strategies.
• Collaborate with team leaders and supervisors to address workforce-related issues.
• Provide regular updates and recommendations to management.
• Support other WFM functions as needed.
• Participate in training and development opportunities to enhance knowledge and skills in workforce management.
• Performs other duties as assigned.

Basic Qualifications:

• Bachelor’s degree or, at least 3 years of related experience.
• Proficient in workforce management software such as Verint, Aspect, or Genesys
• Solid understanding of call center operations and experience using workforce management software.
• Strong proficiency in analysis tools such as Excel and Tableau
• Strong analytical skills, attention to detail, and the ability to work collaboratively with call center leadership and colleagues to achieve operational objectives

Preferred Qualifications:

• Experience in developing call volume forecast and agent schedules in a multi-channel contact center environment
• Excellent written and verbal communication skills
• Ability to multitask and work in a fast–paced environment
• Ability to identify continuous improvement opportunities and solutions
• Ability to prioritize multiple projects
• Strong proficiency with Microsoft Office Suite

Exempt Status: (Yes= not eligible for overtime pay) (No= eligible for overtime pay)

Yes

Workplace Type:

Office

Our Approach to Office Workplace Type

Certain positions outside our branch network may be eligible for a flexible work arrangement. We’re combining the best of both worlds:  in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team.

Compensation Range:

60,000 - 70,000 annually

The compensation range represents the low and high end of the base compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance.  Colleagues in this position are also eligible to participate in an applicable incentive compensation plan.  In addition, Huntington provides a variety of benefits to colleagues, including health insurance coverage, wellness program, life and disability insurance, retirement savings plan, paid leave programs, paid holidays and paid time off (PTO).

Huntington is an equal opportunity and affirmative action employer and is committed to providing equal employment opportunities for all regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, veteran status, gender identity and expression, genetic information, or any other basis protected by local, state, or federal law.

Tobacco-Free Hiring Practice: Visit Huntington’s Career Web Site for more details.

Agency Statement: Huntington does not accept solicitation from Third Party Recruiters for any position

Huntington will not sponsor applicants for this position for immigration benefits, including but not limited to assisting with obtaining work permission for F-1 students, H-1B professionals, O-1 workers, TN workers, E-3 workers, among other immigration statuses. Applicants must be currently authorized to work in the United States on a full-time basis.