Workforce/Compliance Analyst

Responsibilities​

· Handle teammates’ time-off requests, shift bids, and the daily/sub-daily exception management in real-time

· Monitor and assess the status of the queues, open inventory, and intra-day staffing trends, and execute the queueing and staffing plan

· Monitor and assess the global headcount rates, including the shrinkage and coverage rates in real-time and execute the queueing and staffing plan

· Handle teammates’ overtime management

· Analyze key metrics reports including but not limited to volume, adherence, service Levels, productivity, etc. to identify trends, issues, and opportunities, uncover levers impacting these issues, and develop recommendations for improvement

· Update management and stakeholders on schedule adherence, servicing intra-day and daily metrics

· Provide functional support to the WFM/RTM Committee, leadership & stakeholders

· Assist with providing analysis on drivers of actual performance compared to the scheduled plan

· Assist with ad-hoc projects or assignments as required

· Record notable events and communicate to stakeholders

Pre-Requisite Knowledge & Skills ​

· A passion and commitment to work on behalf of the customer – internal and external

· Independent decision making and follow through

· Strong analytical skills and unwavering attention to detail

· Ability and desire to drive results together with a well-developed sense of urgency and follow through

· Strong written and oral communication skills that can be demonstrated through the use of email, chat, and all other forms of communication channels

· Ability to work flexibility when needed and across multiple tasks to service business needs and requirements

· Ability to maintain highly confidential information and adhere to the highest ethical standards including honesty, integrity, dedication, and leadership

· Ability to develop and maintain professional working relationships with co-workers and peers

Professional Qualifications & Experiences ​

· BS/BA degree in related field required or the equivalent professional experience in addition to 1 to 2-years’ work experience in a workforce/real-time management discipline or call center operations environment

· Strong experience with Workforce Management software (NICE, Genesys etc.) that includes forecasting, scheduling, real-time adherence functionality strongly preferred

· Knowledge of contact center solutions, NICE workforce management tool, Genesys or Aspect Workforce Management, Avaya, CMS Supervisor, CC Pulse, Kana, PDA and ATTACK

· Strong working knowledge of Microsoft systems - Internet, Outlook, Word, Excel and Visio

· Experience in risk management (Sanctions, AML, Fraud, Credit, Compliance, CIP/KYC etc.)

· Experience in payments industry

· Knowledge of the economic Sanctions programs administered by the U.S. Department of the Treasury's Office of Foreign Assets Control, and general knowledge of sanctions evasion practices is also desirable

Responsibilities​

· Handle teammates’ time-off requests, shift bids, and the daily/sub-daily exception management in real-time

· Monitor and assess the status of the queues, open inventory, and intra-day staffing trends, and execute the queueing and staffing plan

· Monitor and assess the global headcount rates, including the shrinkage and coverage rates in real-time and execute the queueing and staffing plan

· Handle teammates’ overtime management

· Analyze key metrics reports including but not limited to volume, adherence, service Levels, productivity, etc. to identify trends, issues, and opportunities, uncover levers impacting these issues, and develop recommendations for improvement

· Update management and stakeholders on schedule adherence, servicing intra-day and daily metrics

· Provide functional support to the WFM/RTM Committee, leadership & stakeholders

· Assist with providing analysis on drivers of actual performance compared to the scheduled plan

· Assist with ad-hoc projects or assignments as required

· Record notable events and communicate to stakeholders

Pre-Requisite Knowledge & Skills ​

· A passion and commitment to work on behalf of the customer – internal and external

· Independent decision making and follow through

· Strong analytical skills and unwavering attention to detail

· Ability and desire to drive results together with a well-developed sense of urgency and follow through

· Strong written and oral communication skills that can be demonstrated through the use of email, chat, and all other forms of communication channels

· Ability to work flexibility when needed and across multiple tasks to service business needs and requirements

· Ability to maintain highly confidential information and adhere to the highest ethical standards including honesty, integrity, dedication, and leadership

· Ability to develop and maintain professional working relationships with co-workers and peers

Professional Qualifications & Experiences ​

· BS/BA degree in related field required or the equivalent professional experience in addition to 1 to 2-years’ work experience in a workforce/real-time management discipline or call center operations environment

· Strong experience with Workforce Management software (NICE, Genesys etc.) that includes forecasting, scheduling, real-time adherence functionality strongly preferred

· Knowledge of contact center solutions, NICE workforce management tool, Genesys or Aspect Workforce Management, Avaya, CMS Supervisor, CC Pulse, Kana, PDA and ATTACK

· Strong working knowledge of Microsoft systems - Internet, Outlook, Word, Excel and Visio

· Experience in risk management (Sanctions, AML, Fraud, Credit, Compliance, CIP/KYC etc.)

· Experience in payments industry

· Knowledge of the economic Sanctions programs administered by the U.S. Department of the Treasury's Office of Foreign Assets Control, and general knowledge of sanctions evasion practices is also desirable