Analyst II, Workforce Analyst

Omaha, NE - USA

Monthly Salary: $ 62047 - 102377

Posted on: 3 days ago

Vacancies: 1 Vacancy

Job Summary

At FNBO our employees are the heart of our storyand were committed to their success! Please see below the details of this career opportunity and how it fits into our organizations success.

Summary of the Job:

Facilitates Customer Care forecasting and reporting with primary focus on the upcoming 90 days to best support the business needs of FNBO. Provides reporting and analysis on all metrics that drive the business. Provides expertise and guidance as the subject matter expert on the NICE Performance Management tool including engaging with managers leaders and agents on best practices within the tool.

Schedule: 8:0am to 5:00pm CST (Monday through Friday)

About This Role:

Job Specific Responsibilities / Accountabilities:

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.

Key Skills:

Understanding of workforce management within production/contact center
Ability to extract analyze and deduct what story the data is telling through strong data analysis acumen
Excellent communication and stakeholder management skills
Ability to present and relate work to front-line employees through leadership
Welcomes change and adapts to shifting business priorities and conditions

The Ideal Candidate for This Role:

Required:

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

Desired:

Previous experience in NICE CX One product suite

Candidates must possess unrestricted work authorization and not require future sponsorship.

Compensation:

Compensation range (base pay): $62047.00-$102377.00

This role may have a specific starting pay within this range.

Final compensation offer to candidate may vary from posted hiring range based upon work experience education and/or skill level.

Work Environment:

It is anticipated that the incumbent in this role will work in a hybrid capacity balancing in-person collaboration three (3) days a week with remote flexibility two (2) days a week. As part of our team youll experience the energy and relationship-building of face-to-face collaboration while still enjoying the flexibility of remote workdays. We provide the tools and technology to ensure seamless transitions between work environments supporting your productivity wherever you are. Please note that work location is subject to change based on business needs.

Benefits Overview:

We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance we offer benefits to match your needs:

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

Learn more about FNBO benefits here: additional information regarding compensation and benefits e-mail FNBO at . To ensure you receive a response include the number of this job (listed below) in the subject line of your message.

Job number: R-

Equal Opportunity & Belonging:

FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued recognized and empowered to be their authentic selvesno matter their role or where they are in their journey.

Learn more here.

FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity.

Click here to download EEO is The Law Self-Print Poster

Click here to download EEO is The Law Supplement for Federal Contractors

Click here to download EEO is The Law GINA Supplement

FNBO is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer - Member FDIC

FNBO follows federal law regarding the use of marijuana (this applies to all non-California applicants)

Application Deadline:

All our jobs will be posted for a minimum of 5 calendar days. Job postings may come down prior to 5 calendar days based on volume of applicants.

Required Experience:

At FNBO our employees are the heart of our storyand were committed to their success! Please see below the details of this career opportunity and how it fits into our organizations success.Summary of the Job:Facilitates Customer Care forecasting and reporting with primary focus on the upcoming 90 day...