Description

The Workforce Management (WFM) Lead is responsible for overseeing and optimizing the call center’s workforce management processes, with a primary focus on capacity planning and forecasting. This role involves working closely with various WFM positions, including the Workforce Planner, Workforce Coordinator, and Workforce Specialist, to ensure efficient staffing levels, accurate forecasting, and overall operational excellence. The WFM Lead will also be responsible for analyzing data, identifying trends, and implementing strategies to enhance workforce performance and meet business objectives.

Duties and Responsibilities:

Develop and maintain accurate long-term forecasts for call volumes, average handling times, and other key metrics. Conduct capacity planning to ensure the call center is appropriately staffed to handle anticipated call volumes. Collaborate with business units to understand upcoming events, campaigns, and changes that may impact call volume and staffing requirements. Utilize forecasting tools and models to predict future workforce needs and adjust plans accordingly. Provide guidance and support to Workforce Planners, Coordinators, and Specialists in scheduling, real-time monitoring, and adherence management. Analyze historical data and performance trends to identify opportunities for improvement in workforce management processes. Create and distribute regular reports on forecasting accuracy, staffing efficiency, and other key performance indicators. Present reports, updates, insights and recommendations to senior management to support decision-making. Identify and implement process improvements to enhance the accuracy of forecasts, efficiency of scheduling, and overall workforce management effectiveness. Mentor and train junior workforce management staff, sharing expertise and best practices. Lead training sessions on workforce management tools and methodologies for team members, leaders, and other relevant staff. Performs other duties as assigned

Basic Qualifications:

• Bachelor’s degree or at least 5 years of related experience

• 3+ years of WFM experience

• Advanced knowledge of MS Office applications

• Advanced knowledge of WFM applications including Verint

• Knowledge of call center KPIs and metrics, such as service level, average handle time, average speed of answer, and occupancy

• Strong Analytical skills with the ability to interpret data, identify trends, and make data driven recommendations

• Proven leadership experience, including supervising or mentoring a team

• Excellent communication skills, both written and verbal, with the ability to communicate clearly and effectively to all levels of leadership.

• Strong analytical skills, attention to detail, and the ability to work collaboratively with call center leadership and colleagues to achieve operational objectives of all verticals

Preferred Qualifications:

• Certification in workforce management or call center operations (e.g., CCWP, COPC, or equivalent)

• Ability to multitask and work in a fast–paced environment with strong organizational skills and attention to detail

• Ability to identify continuous improvement opportunities and solutions

  Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)

Yes

Workplace Type:

Hybrid

Huntington is an equal opportunity and affirmative action employer and is committed to providing equal employment opportunities for all regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, veteran status, gender identity and expression, genetic information, or any other basis protected by local, state, or federal law.

Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.

Agency Statement: Huntington does not accept solicitation from Third Party Recruiters for any position

This employer will not sponsor applicants for the following work visas: F-1 student, H-1B worker, O-1 worker, TN worker, E-3 worker. Applicants must be currently authorized to work in the United States on a full-time basis.