Workforce Management Specialist

Role:

• Sustain common workforce management tasks (reporting, identifying trends, preparing presentations, training specific to WFM tools and capabilities, capacity planning).
• Forecasting volume and utilizing the forecasted data to create optimized employee schedules and seat allocation.
• FTE and volume management which includes managing peaks and uplifting capacity via overtime and flexible workforce.
• Assigning employees to schedules based on their preferences and business rules and managing intraday activities.  Analyzes workflow and staffing work assignments to ensure operational benchmarks are met.
• Monitors the department’s performance through reports and raw data.  Works directly with the leads to coordinating daily activities across functional units.
• Responsible for accurate reporting of the daily, weekly, and monthly SLAs.
• Incident management - Identifies, documents and reports systems performance issues as they impact the department.  Develop partnerships with other internal groups and business units to improve speed of issues resolutions and to recommend improvements.
• Take ownership on risk management for your service area and assess and mitigate financial and non-financial risk while executing complex business processes, to protect the organization from undue risks.
• Good Understanding for Financial Industry regulatory requirements
• Ability to define escalation procedures for new business lines and enhance existing on a per need basis
• Communicate to a diverse audience in an open, transparent, and convincing manner the organization’s strategy; challenge colleagues to align with the overall Group strategy and relay the macro and micro-trends and reality impacting the organization’s position.
• Thrive in complexity – you can succeed despite uncertainty; is highly collaborative, constructive, and results-driven.
• Provides recommendation for capacity improvements based on trends and contributes to annual efficiency target