Workforce Management Analyst

Axos Bank

Target Range:

$26/hr - $30/hr

Actual starting pay will vary based on factors including, but not limited to, geographic location, experience, skills, specialty, and education.

Eligible for an Annual Discretionary Cash Bonus Target: 10%

Eligible for an Annual Discretionary Restricted Stock Units Bonus Target: 10%

These discretionary target bonuses may be awarded semi-annually based upon your achievement of performance goals and targets.

About This Job

The Workforce Management Analyst position is a full-time role based in our San Diego office. The candidate fulfilling this role will join the Consumer Banking Support organization and will oversee the planning and execution of workforce management responsibilities across local, near-shore and offshore sites, to include scheduling, forecasting, capacity planning, and real-time analysis tasks.
We are searching for a detail-oriented and self-driven professional, who can develop and implement strategies to optimize and improve WFM procedures, to drive continuous improvements across all departments. An ideal candidate will take a data-driven approach to analyze interval reporting and collaborate with cross-functional teams to improve call center results and key performance indicators.

• Manage the creation of schedules for multiple teams across local, near-shore and offshore sites.
• Develop strategy to effectively and accurately forecast contacts, arrival patterns and staffing requirements.
• Optimize scheduling, staffing analysis, and service level management processes across multiple sites to promote business continuity.
• Monitor activity, queue volumes and call center metrics for all channels, and recommend daily staffing adjustments for all channels to meet service level agreements.
• Perform real-time monitoring and interval analysis to apply action items to maintain service level agreements and maximize team efficiency and productivity goals.
• Identify process gaps and support the develop procedural and operational guidelines to improve efficiency and effectiveness of WFM activities.
• Create and maintain reports from workforce management platform and other business intelligence sources.
• Lead dedicated WFM team to standardize required procedures globally.
• Coordinate with contact center leadership to identify opportunities for service improvements and business optimization.

Axos Employee Benefits May Include:

About Axos

Born digital-first, Axos delivers financial tools and services that allow individuals, small businesses, and companies to access and manage their money how, when, and where they want. We’re a diverse team of dynamic, insightful, and independent innovators who are excited to provide technology-driven solutions that offer unbeatable value to our customers.

Axos Financial is our holding company and is publicly traded on the New York Stock Exchange under the symbol "AX" (NYSE: AX).

Learn more about working at Axos

Pre-Employment Background Check and Drug Test:

All offers are contingent upon the candidate successfully passing a credit check, criminal background check, and pre-employment drug screening, which includes screening for marijuana. Axos Bank is a federally regulated banking institution. At the federal level, marijuana is an illegal schedule 1 drug; therefore, we will not employ any person who tests positive for marijuana, regardless of state legalization.

Equal Employment Opportunity:

Axos is an Equal Opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, religious creed, color, sex (including pregnancy, breast feeding and related medical conditions), gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship status, military and veteran status, marital status, age, protected medical condition, genetic information, physical disability, mental disability, or any other protected status in accordance with all applicable federal, state, and local laws.

Job Functions and Work Environment:

While performing the duties of this position, the employee is required to sit for extended periods of time. Manual dexterity and coordination are required while operating standard office equipment such as computer keyboard and mouse, calculator, telephone, copiers, etc.

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.