The Workforce Planning team provides workforce products, technologies, scheduling, forecasting, and real-time support for our Contact and Back-Office Centers.
As a Workforce Analyst within our International Consumer Banking Workforce Planning team, you will own intraday performance and contribute to short-term schedule planning, ensuring staffing, skilling, and shrinkage plans translate into interval-level service delivery.
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Job Responsibilities:
- Real-time monitoring of service level across calls, chats, and back-office queues, ensuring targets are met through proactive interventions.
- Build and publish daily staffing plans and heatmaps for the next 1–7 days; align with weekly schedules and the forecast outlook.
- Partner with forecasters and schedulers to translate variance drivers (AHT, arrivals, shrinkage, adherence) into targeted schedule changes.
- Identify the need to increase or decrease off-phone time and employee movement to optimize service levels; communicate changes to call center management and implement changes as required.
- Plan and influence the participation of off-phone activities for specialist meetings, coaching, and department initiatives.
- Maintain real-time schedules and complete real-time analysis.
- Execute intraday schedule management, including same-day shift swaps, micro-shift changes, overtime (OT) offers, voluntary time off (VTO), and skilling adjustments to protect service levels while honoring compliance rules.
- Partner with team leaders to align real-time actions with the weekly schedule plan; provide feedback on variance drivers and improvement opportunities.
Required qualifications, capabilities, and skills:
- Experience with real-time call and chat monitoring systems and reports, with detailed knowledge of Call Centre Operations, Contact Centre Metrics, and Workforce Planning practices and systems.
- High proficiency in Microsoft Office products (Excel, Word, PowerPoint). Detailed knowledge of Excel is required.
- Strength in quantitative analysis, critical thinking, problem solving, and innovation.
- High attention to detail; ability to work on multiple projects and tasks simultaneously, manage time, and prioritize to complete tasks.
- Comfortable with a fluid business environment, changing job priorities, and working with people at various levels internally and externally; able to work independently and in a group.
- Ability to work in a consistently fast-paced, high-volume environment.
- Excellent written and oral communication skills.
Preferred qualifications, capabilities, and skills:
- Proficiency with Workforce Management scheduling software or equivalent (for example, intraday module, schedule editor, skilling administration).
- Strong collaboration, communication, and presentation skills.
- Basic knowledge and understanding of Workforce Planning platforms and practices, both internal and cross-business.
Experience analyzing adherence, shrinkage, and occupancy to recommend schedule optimization and staffing moves.