Consumer Systems Analyst I
On-sitePhoenix, Arizona, United States or Newark, New Jersey, United States
Job Summary
Execute strategic initiatives for division contact center employee scheduling, including resource tracking, monitoring, and planning to optimize operational call delivery strategies. Manage employee scheduling needs and coordinate monthly staffing changes while actively optimizing resources to achieve Front Line Unit service level targets. Leverage systems and analysis in a repetitive or production-oriented environment to drive business results, minimize idle time, and ensure technology performance aligns with strategy. Escalate production risks and opportunities across stakeholders, educate business partners on procedural and technical changes, and support the implementation of new technologies. Monitor key metrics, identify process improvement opportunities, and collaborate with operational leaders and support partners to resolve concerns and modernize workforce management approaches.
Required Qualifications
- At least 1 year of current Credit Assistance experience
- At least 1 year of contact center/support experience
- At least 1 year of working knowledge of WFM platforms (IEX or Aspect)
- Strong problem solving abilities
- Interpersonal skills
- Quick adaptation to new technologies, methodologies, and processes
- Demonstrated success with organizational effectiveness and time management skills
- Ability to work independently and achieve target deliverable dates
- Proven ability to build relationships and collaborate across teams to develop solutions and resolve issues
- Skilled with MS Office (Excel, PowerPoint, Word) and SharePoint
- Proficient at written and oral communication, including communications to executive level leadership
- Flexibility in schedule to work varying hours including AM & PM shifts, weekdays and weekends, and minor holidays
Desired Qualifications
- Intellectually curious mindset with ability to critically evaluate processes/performance
- Evidence of leveraging data & analysis to drive business results
- Experience working within the Bank's data infrastructure (SQL Server, Teradata, Hadoop, DB2, etc.)
- Experience with process design/redesign (ex. Six Sigma, Engineering)
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