Analyst II, Workforce Analyst

FNBO Customer Care Forecasting And Reporting Specialist

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)

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 :

The Ideal Candidate for This Role :

Required :

Desired :

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

Compensation :

Compensation range (base pay) : $62,047.00-$102,377.00

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, you'll 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 :

Learn more about FNBO benefits here.

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.

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

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.