Job Information
First National Bank of Omaha Analyst I, Workforce Management in Iowa
At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.
Our Modern, Flexible Workplace:
We believe in a Modern, Flexible Workplace, and we are continuously exploring advancements in technology and office environments to make it easier to work from anywhere at any time, allowing for more flexibility in where and how you work. We know that choice and flexibility are important to you. We also recognize that flexible and remote positions can become opportunities for military partners, caregivers, and individuals with disabilities to thrive at our company. We invite you to consider what a Modern, Flexible Workplace can mean for you!
It is anticipated that an incumbent in this role will work remotely 100% of the time and will share a hoteling workspace if/when working onsite, as determined by business needs. The incumbent can work remotely from anywhere in the United States, unless otherwise specified in the job posting. Work location is subject to change based on business needs.
Summary of the Job:
Summary of the Job:
The Workforce Management Analyst administers the Workforce Management (WFM) system for FNBO Customer Care. This position maintains daily operations and provides strategic workforce planning support within the contact center environment. This role analyzes and reports on call volumes, productivity, staffing and service levels performance and trends.
Schedule:
(4 x 10)
Monday 8:30 to 7:00pm CST
Friday 8:30 to 7:00pm CST
Saturday 8:30 to 7:00pm CST
Sunday 7:00am to 5:30pm CST
OR
(5 x 8)
Monday 10:30am to 7:00pm CST
Tuesday 10:30am to 7:00pm CST
Wednesday 10:30am to 7:00pm CST
Thursday 10:30am to 7:00pm CST
Sunday 7:00am to 3:30pm CST
About This Role:
Responsibilities
Administers the Workforce Management system for the call center
Develops staff schedules and corresponding staffing scenarios based on real time business factors, i.e. vacation, new client onboarding, etc.
Manages intraday staffing levels, including administration of schedule changes
Increases staffing levels or modifies call routing to increase service levels
Conducts analysis of real time and previous day volumes required to determine appropriate staffing levels on an 15 minute interval basis
Generates new forecast when current day forecast has high deviation from actual
Manages employee information changes by maintaining the agent database within the WFM system
Conducts daily meetings with call center management to review month-to-date staffing trends and its potential impact to call center performance
Provides daily recommendations to management on staffing adjustments required, to ensure management is making decisions on staffing based on volume trends
Tracks, analyzes, and reports on call center/agent performance, utilizing reports from WFM system
Analyzes and reports historical data and trends, recommends and implements changes
Develops and maintains processes and procedures
Manages proactive approval and denial of discretionary activities such as training and meetings based on call center needs
Other duties/assignments as directed
The Ideal Candidate for This Role:
The Ideal Candidate for This Role:
Qualifications
High school diploma or GED required; Bachelor’s Degree preferred
Minimum 2 years of Workforce Management experience
Special training and/or professional certificates may be substituted for experience
Strong Microsoft Office skills, particularly Excel and PowerPoint
Strong analytical and problem-solving skills
Strategic thinking and planning
Collaborative team player and individual contributor
Strong verbal and written communication skills
Strong organizational/time management skills and multi-tasking abilities
Detail oriented
Compensation:
Compensation range (base pay): $45,764.00-$75,510.00
Final compensation offer to candidate may vary from posted hiring range based upon work experience, education, and/or skill level.
Benefits Overview:
We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs:
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
Learn more about FNBO benefits here: https://www.fnbo.com/careers/benefits/ .
For additional information regarding compensation and benefits, e-mail FNBO at TAGAdmin@fnni.com . To ensure you receive a response, include the number of this job (listed below) in the subject line of your message.
Job number: R-20230933
Equity, Diversity, & Inclusion:
FNBO is committed to belonging, inclusion, diversity and equity. We are committed to intentionally and proactively creating pathways to success for historically underrepresented populations. To accomplish this, we foster a culture of belonging and inclusion so that every employee is valued, and has opportunity and the ability to make an impact. FNBO strives to reflect the diversity of the communities we serve in the makeup of our workforce.
See the full FNBO Equity, Diversity, & Inclusion Statement here (https://www.fnbo.com/about-us/inclusion-diversity/)
All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.
Click here (https://www.firstnational.com/common/communications/hr/assets/documents/hr/eeo_poster.pdf) to download 'EEO is The Law' Self-Print Poster
Click here (https://www.firstnational.com/common/communications/hr/assets/documents/hr/eeo_poster_federal_contractors.pdf) to download 'EEO is The Law' Supplement for Federal Contractors
Click here (https://www.firstnational.com/common/communications/hr/assets/documents/hr/eeo_poster_gina_supplement.pdf) to download 'EEO is The Law' GINA Supplement
Grow Your Career with FNBO!
For more than 160 years, our holding company - First National of Nebraska - has grown to nearly 5,000 employees with locations in eight states and $24 billion in assets. We are proud to serve our customers and communities with banking offices located in Nebraska, Colorado, Illinois, Iowa, Kansas, South Dakota, Texas and Wyoming.
First National Bank of Omaha (FNBO) believes that a bank should be a force for good in the world; to positively influence the lives of our employees, customers and the success of the communities we serve. Whether you're just beginning your career or taking it to the next level, you'll find your fit here.
Remote Openings (https://firstnational.wd5.myworkdayjobs.com/en-US/fnbocareers?locationHierarchy1=9446be3b2387018af7702571c8009493)
Bilingual Careers
Internships (https://firstnational.wd5.myworkdayjobs.com/en-US/fnbocareers?q=internship) & Trainee Program (https://firstnational.wd5.myworkdayjobs.com/fnbocareers?q=trainee%20program)
Military personnel, and their loved ones, are proud to have served their country. FNBO understands & respects this. Past & current soldiers are afforded the opportunity to continue that leadership here & proudly serve our customers.
FNBO is committed to belonging, inclusion, diversity and equity. We are committed to intentionally and proactively creating pathways to success for historically underrepresented populations, regardless of but not limited to their age, race, color, ethnicity, gender, gender identity, sexual orientation, disability, religion or military status. To accomplish this, we foster a culture of belonging and inclusion so that every employee is valued, and has opportunity and the ability to make an impact. FNBO strives to reflect the diversity of the communities we serve in the makeup of our workforce.
See the full FNBO Equity, Diversity, & Inclusion Statement here (https://www.fnbo.com/about-us/inclusion-diversity/)
FNBO endeavors to make our site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact HR Solution One via either email or phone using the contact information below.
Online (Primary Response Hours: M-F, 8a-5p Central)
- hrsolutionone@fnni.com
Phone (Available: M-F, 10a-2p; Central)
(855) 470-3777
(402) 602-3777