What are the responsibilities and job description for the WFM Specialist - Reporting and WFO SME position at Huntington Bank?
Description
Summary:
We are seeking a highly skilled Reporting and Workforce Optimization (WFO) Software Subject Matter Expert (SME) to join our Workforce Management team. This role is responsible for providing actionable insights through data reporting and analytics while ensuring the optimal utilization of WFO software systems. The ideal candidate will have a deep understanding of WFM processes, strong technical expertise with WFO tools, and a proactive approach to driving process improvements and automation. This position plays a critical role in supporting operational efficiency, improving agent performance, and aligning workforce strategies with business goals.
Role and Responsibilities:
- Create, maintain, and distribute accurate and actionable reports on key performance indicators (KPIs), including adherence, service levels, occupancy, agent performance, and forecast accuracy.
- Analyze data to identify trends, gaps, and opportunities for improvement in workforce performance.
- Develop custom reports tailored to the needs of various stakeholders, including senior leadership, operations, and HR teams.
- Conduct post-event analyses to evaluate the success of workforce strategies and provide recommendations for improvement.
WFO Software Expertise
- Serve as the primary subject matter expert for Workforce Optimization (WFO) tools, ensuring optimal usage and system efficiency.
- Train and support the WFM team and supervisors on WFO system features and functionalities.
- Troubleshoot system issues and coordinate with vendors to resolve technical problems promptly.
- Manage system upgrades, integrations, and feature rollouts to ensure seamless operation and minimal disruption.
Process Optimization and Automation
- Identify and implement opportunities to automate repetitive tasks, such as report generation, real-time adherence monitoring, and scheduling notifications.
- Lead initiatives to streamline workforce management processes using WFO tools, driving operational efficiency and reducing manual effort.
- Collaborate with forecasters, planners, and coordinators to ensure data flows smoothly across all WFM functions.
Collaboration and Communication
- Work closely with the WFM team, operations leaders, and IT to align reporting and system usage with organizational goals.
- Act as a liaison between the organization and WFO software vendors, ensuring the system meets evolving business needs.
- Communicate insights and findings from data analysis to stakeholders, helping to drive informed decision-making.
Performance Monitoring
- Conduct regular system audits to ensure accurate data collection and reporting.
- Monitor and evaluate the performance of WFO tools, recommending system enhancements or new features to improve functionality.
- Ensure compliance with data security and privacy policies when handling sensitive information.
Basic Qualifications:
- Bachelor’s degree or, at least 3 years of related experience.
- Solid understanding of call center operations and experience using workforce management software.
- Strong proficiency in analysis tools such as Excel and Tableau
- Strong analytical skills, attention to detail, and the ability to work collaboratively with call center leadership and colleagues to achieve operational objectives
Preferred Qualifications:
- Proficient in workforce management software such as Verint, Aspect, or Genesys
- Experience in developing call volume forecast and agent schedules in a multi-channel contact center environment
- Excellent written and verbal communication skills
- Ability to multitask and work in a fast–paced environment
- Ability to identify continuous improvement opportunities and solutions
- Ability to prioritize multiple projects
- Strong proficiency with Microsoft Office Suite
Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)
Workplace Type:
HybridHuntington is an equal opportunity and affirmative action employer and is committed to providing equal employment opportunities for all regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, veteran status, gender identity and expression, genetic information, or any other basis protected by local, state, or federal law.
Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.
Agency Statement: Huntington does not accept solicitation from Third Party Recruiters for any position
This employer will not sponsor applicants for the following work visas: F-1 student, H-1B worker, O-1 worker, TN worker, E-3 worker. Applicants must be currently authorized to work in the United States on a full-time basis.
