Analyst II, Workforce Analyst
FNBO is committed to the success of its employees and is seeking a Workforce Analyst to facilitate customer care forecasting and reporting. This role involves providing analysis on performance metrics, acting as a subject matter expert on the NICE Performance Management tool, and engaging with managers and agents to drive improvements in customer care performance. 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 Skills 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 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 Overview FNBO is a financial organization that offers digital banking and accounting service and products for business and personal commercial needs. It was founded in 1857, and is headquartered in Omaha, Nebraska, USA, with a workforce of 1001-5000 employees. Its website is