Workforce Management Analyst

Bonus Type

Summary

We've built a culture at BOK Financial where amazing people (like you) can bring their best, be their best and work for the best. You've come to the right place to grow your career.

Job Description

The Workforce Management Analyst is responsible for assisting in the design and implementation of workforce management tools and resources for the Consumer division including the contact center and branch delivery network. This role is an expert in workforce management disciplines including scheduling, RTA, reporting development and analysis, and optimizing a workforce. The Workforce Management Analyst oversees the application of the workforce planning policies and procedures, operating structure, and completes the analysis on trends in order to predict long-term and short-term staffing needs.

Team Culture

Work with amazing, energetic team members and a company dedicated to your success, growth and advancement. A career with BOK Financial will provide you with opportunities and benefits that can only come from working for a trusted industry leader.

How You'll Spend Your Time

• You will prepare, update and build reports to present staffing and scheduling views to business leaders; providing data insights and identified opportunities.
• You will generate staffing requirements based on forecast projections.
• You will analyze and collect historical trend data to determine future performance for various forecasting assumptions for multiple departments.
• You’ll load and update monthly/weekly/daily/interval-level forecasts into the WFM system.
• You will build schedules that align with business needs, and analyze existing schedules to determine opportunities for adjustments; Monitors workforce activities and support department performance, as well as identify actions to take to assure service level goals are met.
• You’ll document and recommend improvements of workforce management processes.
• You’ll participate in the creation and implementation of new staffing and scheduling strategies.

Education & Experience Requirements

This level of knowledge is normally acquired through completion of a Bachelor’s Degree and 3+ years in a Workforce Management specialty role with hands on experience with workforce management software or equivalent combination of education and experience.

• Experience in the application of statistical methods, mathematical techniques, forecasting, cost-benefit analysis, and related analytical tools
• Experience in applications/systems analysis, workflow, or procedural analysis
• Working knowledge of various database software applications, including SQL
• Proficiency with Microsoft Excel to include making charts, data manipulation, and pivot tables
• Communicates effectively and confidently, offering clear and concise explanations with all levels within the organization
• Investigates and problem-solves in advance, with equal focus on current concerns as well as foresight into future issues that may arise
• Ability to work independently and in a team environment
• Proven effectiveness in decision-making and consultative analysis
• Working knowledge of workforce management tools, techniques, and methods
• Effective organizational, planning, and time management skills
• Effective research, analytical, and problem-solving skills to include summarizing information and clearly identifying key elements, patterns, results, or relationships
• Effective skill maintaining accuracy with attention to detail and meeting deadlines
• A willingness to learn and adapt and work in a high-volume environment
• Proven track record of successful process improvements, leading cross-functional teams, and making independent decisions
• Experience in responding effectively to highly sensitive, complex and/or urgent requests

Working Conditions & Physical Requirements