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Workforce Management Specialist

Company: Hancock Bank
Location: Montgomery
Posted on: May 18, 2019

Job Description:

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The Workforce Management (WFM) Specialist supports the Contact Center Operations and Risk Management Manager. The WFM Specialist is responsible for supporting the daily workforce management operations of the Contact Center.


* Responsible for the workforce management process and its contribution to reaching the service level requirements for the Contact Center

* Manages user permissions, credentialing and removals

* Manages forecasting and schedules

* Creates ad-hoc forecast reports

* Manages the real time traffic control and scheduling operations for the Contact Center.

* Evaluates the workflow and monitors the process and procedures

* Notified management of agent adherence issues

* Monitors real time call volume and handle time performance to ensure the appropriate flow of calls the correct people

* Reviews staff levels in real time to ensure adherence to schedule, and makes adjustments to active schedules as needed

* Maintains current knowledge of policies and procedures and implements process improvements

* Manages schedule exceptions and ensures timely updates to the workforce management system

* Responsible for providing adherence and quality reports to incentive team

* Work with management to answer questions, address staffing issues & gather data needed for planning

* Coordinates with Contact Center management to ensure a proper plan is created and executed to ensure service level requirements are met

* Responsible for making recommendations, providing supporting data for recommendations, minimizing variance of forecasts to +-10% variance, explain variances with supporting data, proactively making suggestions for schedule adjustments, overtime, etc. to ensure center is staffed to meet service level. Empowered to modify the forecast.

* Other duties as assigned


* HS Diploma, Bachelor s degree preferred

* 2 years plus Contact Center experience

* 2 years plus of Workforce Management experience or 3 years of Hancock Whitney Contact Center experience.


* Intermediate level of bank operations knowledge

* Intermediate level of data analysis

* Intermediate level of Microsoft Excel, Word and PowerPoint


* Ability to work under stress and meet deadlines

* Ability to travel if needed to perform the job

* Ability to lift/move/carry approximately 5 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division an undue hardship then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.



Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.

Keywords: Hancock Bank, Montgomery , Workforce Management Specialist, Executive , Montgomery, Alabama

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