Flagstar Bank · 6 hours ago
Workforce Management Analyst - Remote
United States
Full-time
Remote
Entry Level
2+ years expFlagstar Bank is a financial institution seeking a Workforce Management Analyst to manage work schedules for their Default Call Centers. The role involves analyzing scheduling effectiveness, recommending improvements, and generating necessary reports to ensure operational efficiency.
BankingFinanceFinancial Services
Responsibilities
Create, run and maintain viable work schedules for all Call Center teams
Organize and maintain data in several applications, including, WFM tool and Excel
Successfully forecast call volume, shrinkage, headcount requirements, and average handle time for multiple skills, striving to attain service level goals
Assess and improve efficiency within the department regarding call types, schedule adherence and quality assurance levels
Troubleshoot limited technical tasks necessary for creating and completing work schedules, coordinate with other departments, including Information Technology and Telecom, to troubleshoot more advanced technical defects
Partner with management and project management team to ensure that impacts to call volume for upcoming initiatives are built into forecasts
Continuously seek opportunities to build knowledge of scheduling tools; share knowledge gained with the management team to drive improvement in performance and metrics attainment
Develop overtime/VTO requirements, communicate FMLA/LOA impacts, assist with PTO allocations per team, monitor and schedule exceptions (such as team meetings, compliance training, etc.) to ensure daily service level objectives are met
Monitor intra-day volumes to ensure compliance to business needs and make real time forecasting and scheduling decisions to ensure KPIs are met
Schedule off-phone activities based on staffing capacity
Identify trends and potential risks that may arise throughout the day; partner with leadership to implement mitigation strategies
Update and maintain attendance information in the Workforce Management applications and/or other designated software as identified by leadership; ensure all employees’ hours worked are accurate
Assess and improve efficiency within the department regarding call types, schedule adherence and quality assurance levels
Monitor Call Center agents to maximize production of agents in real time notices to staff and management
Assist with crafting short-term forecasting models, including volume, productivity, non-productive time, and full time/part time staffing mix
Distribute daily and monthly reports with pointed analyses, communication of progress towards determined goals, and recommendations for improvement
Analyze call production data
Learn about various reporting created by the team; provide cross-functional support to other areas within the team when applicable
Beta-test newly acquired or developed software for the purpose of communicating functionality and usage
Participate in monthly and/or quarterly meetings with department management to identify scheduling needs
Create business correspondence and procedure manuals. Document all processes and provide written documentation for all changes made to forecasts
Research call center scheduling best practices. Identify opportunities to improve current scheduling methodology and produces recommendations and proposals for management
Undertake self-development activities on a monthly basis
Staff member is expected to consistently adhere to regulatory and compliance policies and standards linked to their job as listed
Staff member will not repeatedly act in a manner signifying intentional or willful noncompliance, nor exhibit gross negligence or a general disregard for compliance and regulatory standards
Staff member must ensure compliance with applicable federal, state and local laws and regulations
Staff member must complete all required compliance training on a timely basis
Staff member will maintain knowledge of and adhere to Flagstar’s internal compliance policies and procedures
Staff member must take responsibility to keep up to date with changing regulations and policies
Uses independent judgement and discretion to make decisions
Analyzes and resolves problems
Performs special projects, and additional duties and responsibilities as required
Consistently adheres to regulatory and compliance policies and standards linked to the job as listed and complete required compliance trainings. Accountable to maintain compliance with applicable federal, state and local laws and regulations
Qualification
Required
Education level required: High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent
Minimum experience required: 2+ years of customer service experience, including experience working in a call center focused role
Preferred
Education level preferred: Undergraduate Degree (4 years or equivalent)
Experience in Call Center applications (Noble Systems preferred)
Experience in blended (inbound and outbound) workforce management preferred
Experience with Noble Systems suite of technology preferred
Strong problem solving & strategic thinking skills with the ability to identify problems and recommend solutions
Exceptional written and oral communication including facilitation & summarization skills to drive action and results
Must be highly organized and have a strong attention to detail including the ability to create and maintain documentation
Ability to work with, lead and consult with all levels in the organization
Have an innate ability to understand very complex processes and systems, immediately and intuitively understanding how they work and how they can be improved
Adjusts positively to quickly-changing priorities and shifting goals
Strong ability to work with a sense of urgency in a fast pace environment
Strong Excel and other database management skills
Some travel required - Up to 15% on an as needed basis
Demonstrates a strong ability to build and maintain effective relationships with stakeholders by communicating clearly, engaging in proactive collaboration, and leveraging cross functional insights
Builds trusted client relationships, whether internal or external, by identifying needs and delivering tailored solutions to enhance the overall client experience
Fosters or supports a positive work culture and productive work environment, displaying importance of effective relationships with customers and stakeholders
Benefits
Medical
Dental
Vision
Life
Disability insurance
Comprehensive leave program
Company
Flagstar Bank
Thank you for visiting Flagstar Bank, N.A. on LinkedIn, and we look forward to being part of your financial journey.
5001-10000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2021-04-26Acquired
2001-07-12IPO
Leadership Team
Gregg Christenson
Executive Vice President and CFO for Community Banking
R
Randal Turner
Chief Financial Officer, Loan Servicing and Shared Services
Recent News
2025-11-12
2025-11-07
Company data provided by crunchbase