Workforce Senior Specialist II Praesto Skilling Team
Workforce Senior Specialist II Praesto Skilling Team
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Job Description
Are you interested in analyzing call routing data and performance metrics to identify trends patterns and areas for improvement Our team is a highlycollaborative inclusive environment where we value relationshipbuilding strategic thinking and solutionoriented members.
Job Summary
As a Workforce Senior Specialist II a part of the Praesto Skilling Team within Workforce Planning you will be responsible for managing skilling profiles and ensuring specialists are skilled correctly to receiving incoming calls from Chase customers within the Praesto Bridge application and Alvaria eWorkforce Management (eWFM) platform for several groups across Consumer & Community Banking.
Job Responsibilities:
- Maintain skill set including skilling/reskilling specialists
- Call routing verification and auditing
- Analyze call routing data and performance metrics to identify trends patterns and areas for improvement.
Required Qualifications Capabilities and Skills:
- 2 years experience in real time and/or scheduling in a large call center multisite or similar environment
- Proficiency with Alvaria (eWFM) Genesys Scheduling software and/or similar Workforce Planning platforms
- Working knowledge of Alteryx Python and excellent presentation skills
- High proficiency in Microsoft Office products (Excel PowerPoint SharePoint Word etc.
- Working knowledge of workforce planning practices and contact center metrics
- Excellent written and oral communication skills
- Highly detailoriented ability to work on multiple projects/tasks simultaneously manage time and prioritize to complete projects/tasks and be flexible with work schedule to accommodate business needs
Preferred Qualifications Capabilities and Skills:
- Experience in writing complex SQL queries with knowledge of assessing sourcing data and optimizing data structures
- Comfortable with a fluid business environment changing job priorities and working with people at a variety of levels internally and externally with the ability to work independently and/or in a group
- Experience in business analysis reporting data review root cause analysis and resolution in a workforce management profile
- Ability to work in a consistently fastpaced highvolume highstress environment
- Basic knowledge and understanding of Workforce Planning platforms and practices both internal and crossLOBs preferred
Required Experience:
Senior IC
Employment Type
Full-Time
