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First National Bank GH · 4 days ago

Analyst II, Workforce Analyst

Omaha - FN Tower

Full-time

Hybrid

Entry Level

$62K/yr - $102K/yr

1+ years exp

First National Bank GH is committed to the success of its employees and is seeking a Workforce Analyst II. This role focuses on facilitating customer care forecasting and reporting, providing analysis on performance metrics, and acting as a subject matter expert on the NICE Performance Management tool.

BankingFinancial Services

No H1B

Responsibilities

Break out upcoming 90-day view from long term forecast by skill to determine appropriate business needs are met for resource allocation, customer and employee experience, and training

Accountable for reporting needs and analysis of agent and skill performance to include - calls trends and behaviors, AHT, shrinkage categories and service performance at a partner/skill level

Act as a subject matter expert on NICE Performance Management tool

Stay up to date on workforce and performance trends across the industry

Participate in conversation on new capability or configuration, bring forth ideas and best practices

Engage early and often with all managers for best use and enablement of the tool

Provide regular read out of trends and recommendations of focus areas for greatest improvements

Provide recommendations to leadership for agent KPIs by understanding budget drivers to drive overall Customer Care performance

Monitor performance drivers against business changes & develop models to improve overall business performance

Identify opportunities and benefits offered through skills-based routing, demonstrating the benefit of proposed changes through testing scenarios. Identify and make recommendations to leaders. Proactively make changes within scope of role

Provide guidance on service channels, performance within channels, performance in multiple channels and analysis of performance once executed

Deliver effective & accurate reports detailing key performance indicators with commentary on what the data is showing and clearly state all assumptions applied

Accountable for ongoing Performance Management dashboard development and manager education and support

Complete financial unit cost analysis by agent, manager, director, skill and tenure

Qualification

NICE Performance ManagementData analysisWorkforce managementMicrosoft SuiteOrganizational skillsStakeholder managementLeadership presentationPrevious contact center experienceNICE CX One experienceCommunication skillsTime managementAttention to detailAdaptability

Required

High School Diploma or GED

Expert in Microsoft Suite and data analysis tools

Strong organizational and analytical skills and the ability to manage multiple deadlines is required

Demonstrated effective time management skills

Previous working experience, 1-3 years, in workforce management team within production or contact center environment

High level of attention to detail and accuracy

Preferred

Previous experience in NICE CX One product suite

Benefits

Medical, Dental, Vision Insurance

401k, With Matching Contributions

Time Off Programs

Health Savings Account (HSA)/Dependent Care

Employee Banking

Growth Opportunities

Tuition Assistance

Short-Term/Long-Term Disability Insurance

Company

First National Bank GH

First National Bank Ghana received a universal banking license from the Bank of Ghana during the second half of 2015 with Richard Hudson as Chief Executive Officer.

Founded in 2017

Ridge, Volta, GHA

501-1000 employees