Enterprise Partnerships, WFM Forecasting Associate, Richardson

Job Description

In Platform Solutions (PS), we power clients with innovative and customer-centered financial products. We bring the best qualities of a technology player and combine that with the best attributes of a large bank. PS is comprised of four main businesses, underpinned by engineering, operations and risk management:

• Transaction Banking (TxB), a cash management and payments platform for clients building a corporate treasury system
• Enterprise Partnerships, consumer financial products that companies embed directly within their ecosystems to better serve their end customers
• ETF Accelerator, a platform for clients to launch, list and manage exchange-traded funds

Join us on our journey to deliver financial products and platforms that prioritize the customer and developer experience.

Responsibilities

• Analyze historical volume patterns (weekly / daily / interval) to inform forward forecasts to drive accuracy within +/-5% daily for contact center inbound / outbound queues.
• Partner with RTA team and Operations teams to understand volume drivers, variance, and any subsequent changes to the forecast.
• Report out daily forecast variance daily/interval and drivers.
• Provide insight into upcoming performance based on volume forecasts and staffing.
• Partner with schedulers, BPOs, RTA team and Ops to ensure staffing is aligned drive optimal and consistent customer experience.
• Maintain bi-weekly / monthly audits for Verint configuration.
• Partner with team to proactively identify workforce management related improvement opportunities and drive relevant initiatives.

Qualifications

• Past experience in Forecasting contact center operations required.
• Experience setting up and maintaining forecasts in Verint WFM solution required.
• Demonstrated communication skills and techniques within a fast-paced corporate environment.
• Experience developing action plans to improve business processes.
• Ability to handle multiple projects and deadlines without sacrificing professionalism.
• Ability to build and maintain relationships while leading critical business projects.
• Strong judgment and comfort with ambiguity
• Strong PC skills required (Excel, Access, PowerPoint, Word)
• Competitive and entrepreneurial spirit with the ability to work under minimal guidance.
• Willingness to manage and be the front face of the team.