Business Analysis Associate II Workforce Management Lead

Join our dynamic Real-Time Team and play a crucial role in ensuring seamless operational performance across Centralized Sales Branch and Community. Unlock your potential in a supportive environment that values growth and expertise.

Job Summary:
As a Workforce Management Division Lead in Home Lending Sales Effectiveness you will lead a team dedicated to maintaining the integrity of our Workforce Management platform and supporting business leaders. You will analyze call center data develop actionable reports and drive projects that align business resources to meet key performance standards. Your work will help optimize sales processes enhance customer experience and support a culture of continuous improvement. You will collaborate with sales leadership and stakeholders to deliver insights that drive strategic decisions.

Job responsibilities

• Manage a team responsible for maintaining the Workforce Management platform and processing leader requests efficiently
• Track headcount and provide regular updates to leadership
• Participate in workforce planning projects offering subject matter expertise
• Perform advanced root cause analysis to identify opportunities and make strategic recommendations
• Manage communications with key business partners regarding Workforce Management
• Collect analyze and interpret call center data to identify trends and improvement opportunities
• Collaborate with sales leadership to provide insights that drive operational efficiency
• Monitor key performance indicators (KPIs) and generate ad-hoc reports
• Present findings and recommendations to management and stakeholders clearly
• Ensure data accuracy and integrity in all reporting activities
• Own additional ad hoc duties as assigned
  

Required qualifications capabilities and skills

• Advanced knowledge of Call Center and Back Office Operations Contact Center Metrics and Workforce Planning practices
• Proven experience in data analysis within a call center or sales environment
• Proficiency in data analytics tools such as Excel SQL and Tableau
• Strong analytical and problem-solving skills
• Excellent communication and presentation abilities
• Ability to work independently and as part of a team
• Attention to detail and commitment to data quality
  

Preferred qualifications capabilities and skills

• Bachelors degree in business Data Analytics Statistics or a related field
• Familiarity with scripting or programming languages
• Proven experience leading or supporting project initiatives
• Minimum of 3 years experience in large call center multi-site or similar environments
• Minimum of 3 years experience in processing forecasting staffing scheduling and/or project management
• Experience with collaboration communication and presentation

• Basic to intermediate skills with analytical/data mining systems such as Alteryx and Tableau

All application requirements (including updated resume - please include specifics of your career) should be posted submitted and completed in the Oracle tool.