UMB Bank Data Analyst II (WFM) Serv Ctr in Kansas City, Missouri
What You'll Do:
The Data Analyst II (WFM) provides performance management reporting and analysis to senior management, which can be used in the development and refinement of business strategy and tactical execution. Responsible for working with internal/external business partners to drive improvements. Interprets results using a variety of techniques, ranging from simple data aggregation via statistical analysis to complex data mining. Identifies, analyzes and interprets trends or patterns in data sets. Responsible for monitoring and analyzing the Contact Center's customer contact volume compared to staffing levels, both in real-time and historically. The analyst will apply knowledge and concepts of basic algebra and statistics to drive the decision-making process associated with achieving service objectives and efficiency goals. The analyst will interact with leaders on the immediate team, with a focus on short and long-term planning to ensure an optimal staffing strategy is in place while balancing quality, customer demand and financial objectives. Recommends the right numbers of skilled resources are in place at the right time to handle the workload. Identify gaps in coverage and propose solutions for the best possible outcome.
Responsibilities include, but are not limited to:
Completes short and mid-term forecasts of work volume, handle time and staff shrinkage.
Recommends staff scheduling including shift, PTO planning, and overtime, when necessary; schedules offline activities as frequently as required.
Provides analytical input related to trends within supported operations teams, related to call handle time and call volume, to continuously improve forecasts and plans.
Provides daily plans to meet service levels as needed. Identifies gaps in coverage, and proposes new shifts or realignments, along with hiring plans, including best shift for newly-hired agents.
Provides daily and weekly reports; supports ad-hoc reporting requests. Supports WFM-system integrity.
Process Improvement: supports continuous improvement through both technical innovation and process improvements to automate complex tasks and minimize manual work.
Vendor & Interface Management: builds relationships with vendors that ensure service performance and continuous improvements in processes. Manages new and existing interfaces and data transfers to and from internal and external systems.
Reporting & Analytics: Envisions, creates and delivers high quality, easy to use reports, as needed. Creates and maintains dashboard information that summarizes, analyzes and reports key business metrics.
Other duties as assigned.
In this Role, You will Need:
Ability to perform complex data analysis and derive insightful business intelligence solutions and conclusions
Proven experience in communicating conclusions in report/presentation format according to specifications
Knowledge of statistical methodologies and techniques
Working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint)
Possess excellent interpersonal skills and be able to relate to all levels of management and employees with ease and enthusiasm
Solid oral and written communication skills
Culture of Diversity and Inclusion: We are committed to building a strong UMB by hiring talented, high-performing associates with diverse backgrounds. Maybe you simply want to work at a company where you have a voice and an opportunity to share your unique ideas.
Please visit us at careers.umb.com to view a list of all available opportunities. UMB is an Equal Opportunity Employer. Principals only. No 3rd parties or agencies, please.
We strive to deliver the unparalleled customer experience, and show customers they can count on more from UMB. The same is true for our associates. You can count on more benefits, more training, more support, and more opportunity!
What you'll get:
Unique Benefit Programs : We offer a great benefits package including several unique programs like an incentive-based wellness program, parental leave, adoption assistance and health care for you, your spouse or domestic partner, your dependents and even your pets!!
Who You Are:
Bachelor's degree in Information Systems or related field
3+ years in call center environment
3+ years call center WFM experience
Three (3) years of experience in Technical problem solving
Community Involvement: Giving back is a big part of who we are! We support several great causes throughout the UMB footprint. We even offer Volunteer Time Off, which allows associates to dedicate 16 hours a year to a worthy cause of their choice.
Professional Development: We provide our associates with the tools they need to support their career goals - including training, tuition reimbursement and career guidance.
Five (5) years business experience
Workforce Management Data Analyst II
Enterprise Technology & Ops
906 Grand Blvd