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Flagstar Bank Sr. Workforce Management Real Time Analyst in Troy, Michigan

Job SummaryThe Workforce Management Real Time Analyst will be responsible for managing real time monitoring of our Customer Engagement Center teams. The Real Time specialist will also be responsible for monitoring real time call volume trends, real time schedule adherence, queue management, and updating on/off phone status for agents. The WFM Real Time Analyst will provide WFM forecasting, scheduling, and reporting support as needed. Must have schedule flexibility based on business need. Shift is 9:00am-5:30pm M-F with occasional morning, evening, or weekend hours/schedule flexibility required.Job Responsibilities:70% of time: Real Time Monitoring* Develop overtime/VTO requirements, communicate FMLA/LOA impacts, assist with PTO allocations per team, monitor and schedule exceptions (such as team meetings, compliance training, etc.) to ensure daily service level objectives are met.* Monitor intra-day volumes to ensure compliance to business needs and make real time forecasting and scheduling decisions to ensure Customer Engagement Center KPIs are met.* Schedule off-phone activities based on staffing capacity.* Identify trends and potential risks that may arise throughout the day; partner with leadership to implement mitigation strategies.* Update and maintain attendance information in the Workforce Management applications and/or other designated software as identified by leadership; ensure all employees' hours worked are accurate.* Assess and improve efficiency within the department regarding call types, schedule adherence and quality assurance levels.* Assist with crafting short-term forecasting models, including volume, productivity, non-productive time, and full timeart time staffing mix.20% of time: Reporting Special Projects* Assist with creation of metrics and targets for services.* Learn about various reporting created by the Reporting team; provides cross-functional support to other areas within the team when applicable.* Beta-test newly acquired or developed software for the purpose of communicating functionality and usage.* Continuously seek opportunities to build knowledge of WFM scheduling tool; share knowledge gained with the management team to drive improvement in performance and metrics attainment.* Troubleshoot limited technical tasks necessary for creating and completing work schedules, coordinate with other departments, including Information Technology and Telecom, to troubleshoot more advanced technical defects.10% of time: Other Workforce Management Analytics Responsibilities* Participate in weekly, monthly and/or quarterly meetings with department management to identify scheduling needs and discuss opportunities to improve real time schedule adherence and contact center floor management.* Help with the integration and implementation of new contact center technologies.* Create business correspondence and procedure manuals. Document all processes and provides written documentation for all changes made to forecasts.* Research contact center scheduling and real time management best practices. Identify opportunities to improve current scheduling methodology and produce recommendations and proposals for management.* Undertake self-development activities on a monthly basis.* Organize and maintain data in several applications, including Verint Impact 360, NICE WFM, and Excel.* Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar's internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.br

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