Bbcn Bank Gardena , CA 90248
Posted 2 weeks ago
Develop and maintain accurate forecasts of staffing requirements based on historical trends, call volume, and other relevant factors
Monitor real-time workforce metrics, identify potential issues, and make immediate adjustments to ensure optimal staffing levels
Develop and maintain employee schedules to meet operational requirements
Analyze call patterns and call handling times to identify areas for improvement and recommend process enhancements
Produce regular reports and presentations on workforce performance metrics, highlighting areas of success and opportunities for improvement
May involve other duties as assigned related to contact center quality assurance monitoring and process improvements.
Job Qualifications/Requirements
Minimum Education Level: High School Diploma or equivalent
Minimum Job Experience: 2+ years of experience in workforce management or related field
Language requirements: English
Computer/software skills: Proficiency in workforce management software and Microsoft Excel, with strong understanding of Contact Center and IVR technology
Strong analytical and problem-solving skills
Excellent communication and interpersonal skills
Ability to work independently and as part of a team
Detail-oriented and highly organized
The salary range for this full-time position is $31.25 Hourly - $38.47 Hourly + bonus + benefits
Salary ranges are determined based on qualifications, level, and location
Exact compensation may vary based on your skills and experience.
Bank of Hope is an equal employment opportunity employer and does not discriminate on the basis of race, color, gender, religion, age, sexual orientation, genetic information, national or ethnic origin, disability, marital status, veteran status or any other basis protected by federal, state, or local law.
Bbcn Bank