First Financial Bank Texas · 4 hours ago
Workforce Analyst
Abilene, TX
Full-time
Onsite
Entry Level
2+ years expFirst Financial Bank Texas is seeking a Workforce Analyst to join their team. The role involves monitoring call center operations, forecasting call volumes, and ensuring service levels are met through effective scheduling and reporting.
BankingCreditFinancial Services
Responsibilities
Forecasting
Schedules off phone activities such as meetings, trainings, coaching sessions and exceptions based on business needs without sacrificing service levels and abandonment rates
Creates schedules for call center representatives based on their skills to meet service level and abandonment rate goals
Analyze historical data and trends to continuously improve schedule and forecast accuracy
Adjusts and explains workforce staffing requirements changes on a daily, weekly and monthly basis based on different events such as attrition call volume fluctuations and call center activities
Maintains an accurate events log detailing the reason for variance to forecast for all operational metrics
Provides feedback and recommendations to solve short- and long-term capacity issues
Tracks and reports absenteeism, schedule variance and forecast deviations
Processes new agents, terminations, shift swaps, time off requests, schedule exceptions and schedule bids
Provides performance reports and workforce management reports to management
Monitors real time adherence to schedule
Communicates, reviews and responds to schedule inquiries from supervisors
Acts as one of the call centers leads during systems implementation and outages
Qualification
Required
A self-starting team player with a High school diploma or GED
Two years of call center experience
Strong knowledge of call center operations fundamentals is required
Experience coaching and developing customer service representatives
Proficiency with Microsoft Excel, Access, and Word programs
Strong mathematical and analytical skills are necessary
Excellent written and oral communication skills are required
Must be organized and comfortable working in a fast-paced environment with handling frequent interruptions
Position can be mentally and physically stressful
Must be able to work flexible hours and/or extended hours as business requires. Other duties as assigned
Preferred
Bilingual in English and Spanish
One year of previous as a call center team lead
Company
First Financial Bank Texas
First Financial Bankshares, Inc. is recognized as one of the nation's most financially secure banking institutions, with assets totaling $14.3 billion.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Scott Dueser
Chairman, President & CEO
J. Kyle McVey
SVP, Chief Accounting Officer
Recent News
2025-11-07
Company data provided by crunchbase