Discover your opportunity with Union Bank and become a part of one of the world's leading financial groups. Union Bank is a member of Mitsubishi UFJ Financial Group (MUFG), the world's 5th largest financial group in the world with total assets of over $2.4 trillion (as ranked by SNL Financial, April 2016) and 140,000 colleagues in nearly 50 countries. In the U.S., we're 13,000 strong, working together to positively impact every customer, organization, and community we serve. At Union Bank, we aim to be the premier and most-trusted West Coast bank, serving customers with high-touch, local delivery and global capabilities as we leverage our rich, 150-year history. This is all part of our inclusive, high-performing culture supported by competitive Total Rewards, including our cash balance pension plan. Join a team that's working to fulfill its vision to be the world's most trusted financial group. Job Summary: Responsible for creating forecasts and staffing schedules. Maintain employee database of job skills for scheduling and call routing. Monitor, track, and report real-time statistics and service levels for call centers. Assist the Workforce Manager in managing and implementing on-going projects. Major Responsibilities: * Prepare call forecasts short-term and long-term to manage day-to-day operations. * Participate and create forecast for Capacity Planning long-term (12-18 months rolling forecast). * Create staffing schedules for bi-annual (or as needed) shift bids utilizing a workforce management software application. * Create schedules (regular and flexible), including daily work schedules, vacations, training, meetings, and special events. * Requires independent decision-making skills, demonstrating flexibility, originality, and resourcefulness for innovative solutions in problem solving and follow-up. * Execute plans in real time. * Coordinate and initiate emergency service level plans and deploys as needed. * Maintain employee database of job skills for the purpose of proper scheduling for skill-based call routing and on-call status lists. * Monitor real-time service levels and daily exceptions. * Develop action plans to handle unexpected call surges and/or to reduce staff during off-peak call times. * Track and report deviations to forecast and schedule adherence to call center management team. * Report and communicate daily call center statistics and service levels (historical and real-time) to call center management team. * Troubleshoot system problems (Avaya CMS Supervisor and Genesys applications) and escalate as appropriate. * Assist the Workforce Manager and Workforce Team in day-to-day duties and on-going projects. Workshift is Monday-Friday, 2:00pm-11:00pm PST. Qualifications: * Requires 3+ years call center experience, with a strong working knowledge of multi-site call center operations and job functions. * Experience with forecasting and scheduling for 200+ agents utilizing a workforce management application. * Experience or knowledge of an ACD and VRU system. * Ability to work independently and efficiently with minimal supervision in a high productivity and time sensitive environment, demonstrating excellent organizational skills and attention to detail. * High level of accuracy and flexibility in work assignments, producing a high volume of work in a timely manner, never sacrificing quality of work for quantity of work. * Excellent computer skills and a strong working knowledge of Microsoft applications. * Advanced communication and interpersonal skills (verbal and written) with the ability to maintain confidentiality and professionalism. The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified. We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category. A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it's the bank's policy to only inquire into a candidate's criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses. Associated topics: bi, financial analyst, financial analytic, investment analyst, investment banking, law, market, refinement, strategy, valuation analyst
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.