Operations Analyst (Workforce Management)

Role Details

Location:4224 Ridge Lea Road - Amherst, New York 14226 Job Brief: The Workforce Management Operations Analyst is responsible for implementing workforce and dialer strategies to support collections and recovery business objectives. The Workforce Management Operations Analyst is a member of the Default Optimization team in Loan & Operational Services. Typical work schedule will be Tuesday - Thursday 12:00 p.m. - 9:00 p.m., Friday 8:00 a.m. - 6:00 p.m. and Saturdays 6:00 a.m. - 2:00 p.m. Candidate will also need to have the ability to work other days of the week and/or shifts as needed. Essential Job Functions: * Monitor agent schedule adherence and report discrepancies to department supervisors * Publish and maintain agent schedules using the workforce management system * Monitor dialer production daily * Resolve inquiries from agents and management * Provide reporting on agent performance to management * Review process documentation to ensure that internal standards are met * Provide training and support to management team regarding Workforce Management applications and processes * Oversee time off request processes * Provide timely communication to contact center management regarding upcoming impacts to scheduling and staffing * Analyze trends in staffing needs and agent productivity to drive efficiency * Perform ad hoc analysis or reporting * Provides data and support for improvement concepts across the organization. * Provides data and support for developing reporting and metrics to measure performance and effectiveness of operational processes. * Demonstrate and maintain familiarity of industry trends and practices in operational area, Risk Management, Compliance, and Operations. * Support all solutions for business critical operational or technology issues including operational impact, root cause analysis, cross business impact, and arrival at solutions. * Mine data from primary and secondary sources often using complex joins across multiple datasets * Support projects that center around the completion of various tasks, including application changes, upgrades, issue remediation plans, 2nd and 3rd line of defense exams, etc. Required Qualifications: * Excellent verbal and written communication skills * Excellent organization and time management skills * Flexible schedule and ability to work based on business need. * Ability to work Tuesday - Thursday 12:00 p.m. - 9:00 p.m., Friday 8:00 a.m. - 6:00 p.m. and Saturdays 6:00 a.m. - 2:00 p.m. Candidate will also need to have the ability to work other days of the week and shifts as needed. * Critical thinking and analytical skills * Self-motivated with the ability to work with little supervision * Effective negotiation and problem-solving techniques * Knowledge of Microsoft Word and Excel Preferred Qualifications: * Bachelor's degree (or equivalent experience) * Experience with SQL or data analysis * Knowledge of Workforce Management and Dialer systems * Previous default and/or call center experience Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be mobile or home based, which means you may work either at a home office or in a Key facility to perform your job duties. COMPENSATION AND BENEFITS This position is eligible to earn a base salary in the range of $50,000.00 to $70,000.00 annually depending on location and job-related factors such as level of experience. Compensation for this role also includes eligibility for short-term incentive compensation and deferred incentive compensation subject to individual and company performance. Please click for a list of benefits for which this position is eligible. KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to building a diverse, equitable and inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected category. Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing . KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

KeyCorp provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.