Workforce Management Analyst

Bofi Federal Bank San Diego , CA 92140

Posted 2 months ago

Description:

Born digital, Axos BankTM is publicly traded on the New York Stock Exchange (NYSE: AX). Axos Bank has reinvented the banking model, growing to nearly $10 billion in assets in just 19 years. With a broad and ever-growing range of financial products, Axos Bank is rated among the top 5 online banks in the country!

This Workforce Management Analyst is responsible for forecasting, capacity planning, scheduling, and real-time execution in partnership with local and regional teams. This includes managing schedules and teams within different communication channels including phone, chat, and email. This role also emphasizes creative scenario planning, active leadership, proactive communication with internal and external partners, rapid real-time responses, and strategic development of team members, tools, and processes.


Key Skill Sets or Knowledge

Requirements:
  • Manage schedules for multiple teams in various locations

  • Ensure that appropriate contact center schedules are designed, implemented, and released on time

  • Ensure that appropriate real-time monitoring occurs and that necessary actions are taken to identify and address both anticipated and developing conditions

  • Recommend and develop procedural and operational guideline changes to improve efficiency and effectiveness

  • Create and maintain reports from workforce management platform and other sources

  • Implement continuous improvement programs

Desired Career Experience &

Education Requirements:
  • 3+ years' experience in a multi-site environment including managing forecasting, scheduling, and real-time at an enterprise level

  • High School diploma

Job Functions and Work Environment:

While performing the duties of this position, the employee is required to sit for extended periods of time. Manual dexterity and coordination are required while operating standard office equipment such as computer keyboard and mouse, calculator, telephone, copiers, etc.

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Equal Employment Opportunity:

Axos Bank is an equal opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, religious creed, color, sex (including pregnancy, breast feeding and related medical conditions), gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship status, military and veteran status, marital status, age, protected medical condition, genetic information, physical disability, mental disability, or any other protected status in accordance with all applicable federal, state and local laws.

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Workforce Management Analyst

Bofi Federal Bank