Workforce Management Operations - Business Analyst
Ally Financial - Dallas, TX

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Job Description

  • Compile, track, and analyze inbound / outbound workload drivers, integrating into model to improve forecast accuracy and understand impacts from various business strategies.
  • Develop, and maintain inbound / outbound predictive forecast model providing 1-30 day view.
  • Facilitate daily / weekly forecast meetings providing staffing recommendations to ensure we meet service goals / standards while reducing / minimizing expense.
  • Develop and deliver WFM application training to new users.
  • Formal administration of WFM application to include: configuration, data maintenance / archiving, adds / deletes / edits of employee data, and validation of input flows.
  • Maintain liaison with vendor support to resolve systemic / configuration / usage issues.
  • Evaluate prior day performance and be prepared to provide details and potential reasons for service misses / makes.
  • Perform annual, quarterly, monthly, and weekly audits of a statistical phone data to determine call trending and staffing requirements
  • Create and distribute daily/monthly reports as requested by Management.
  • Stay abreast of new system functionality, developments, methods, and techniques.
  • Evaluate and recommend opportunities for system improvements and/or enhancements.
  • Provide management information and analysis regarding workload, traffic distribution and service performance.
  • Create and maintain WFM process and procedure documentation.
  • Responsible for real time adherence monitoring (RTA)
  • Create daily, weekly, and monthly contact volume forecasts by analyzing inbound and outbound call activity/alarm volume
  • Make scheduling adjustments and recommendations to management based on business need
Work Experience:
  • Prefer 3-5 years of Workforce Management experience in a multi-site, multi-department environment, with emphasis on inbound and outbound forecasting.
  • Prefer a strong working knowledge of a WFM application (Aspect eWorkforce Management, IEX Blue Pumpkin, etc…)
  • Proven leadership skills with the ability to drive results
  • Strong business, operational and procedural knowledge of Workforce Management policies and practices in support of multi-site, multi-business call centers.
  • Strong written and verbal communication skills
  • Strong problem solving skills that enable quick identification and efficient resolution of issues.
  • Prior experience in development and management of staffing requirements in support of outbound workload a plus.
  • Mortgage industry experience a plus
  • Previous experience working in a call center environment required
Additional responsibilities:
  • Projects as assigned by manager
Conditions of Work:
  • Travel as required
  • Overtime as needed
  • Flexible schedule, which could include night and/ or weekend as needed

About this company
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