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MUFG Union Bank Workforce Management Administrator in Arlington, Texas

Description

Do you want your voice heard and your actions to count?

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world (as ranked by S&P Global, April 2018). In the Americas, we’re 13,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, developing positive relationships built on integrity and respect. It’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. We’re a team that accepts responsibility for the future by asking the tough questions and owning the solutions. Join MUFG and be empowered to make your voice heard and your actions count.

Job Summary

Responsible for running and monitoring call routing in an Originations and Servicing contact center environment, encompassing Telecommunications, VRU, and CTI technology. Assist in the development and implementation of strategies to support inbound/outbound call distribution, improving customer happiness and operational efficiency while meeting the business’ service objectives. Run and support Workforce Management forecasting, tracking, monitoring, and reporting statistical data (e.g. call center volumes, FTE, schedule consistency, and service level goals) to department managers, supervisors and management throughout the company. Provide work direction, training, and development to the Workforce Coordinators I, II, & III. Assist Workforce Management Manager with contingency planning for disaster recovery. Job responsibilities are to be performed with minimal supervision.

Major Responsibilities:

  • 50% - Forecast for capacity planning including long-term 12-18 months rolling forecast. Provide administration over the Workforce Management scheduling and forecasting system applications. Track and report daily/monthly contact center statistics. Develop modeling for “what-if” scenarios in support of operational initiatives and marketing efforts. Track, analyze, and respond to events resulting in deviation from forecast-to-actuals. Evaluate and recommend opportunities for system improvements and enhancements.

  • 15% - Provide work direction, training, and development to the Workforce Coordinators I, II, & III. Handle real-time scheduling alignment; react to call volumes, employee shifts/absences, and break/lunch schedules and service level achievement.

  • 10% - Resolve schedules for new employees, schedule changes for existing employees, and time off/shift trade requests for call center employees. Generate Call Center performance and agent productivity reports to management. Provide daily performance reports to call center senior management. Actively participate in coordinating yearly paid time off allocation process for agents. Figure out overtime requirements when needed and oversee dedications from the workforce. Generate daily attendance reports as well as staffing and call volume analysis reports. Provide daily operational support to the call reporting systems.

  • 10% - Maintain WFM administration applications and associated databases (e.g. maintaining employee login IDs, skills, VDNs) to support operations and reporting. Assist with business continuity and disaster recovery planning for WFM department and supported Call Centers.

  • 10% -Troubleshoot system problems (Noble WFM applications) and call out as appropriate. Serve as a liaison and contact for supporting internal/external vendor relationships (Telecommunications, ITG, & WFM,).

  • 5% - Perform and analyze daily attendance reports and forecasted call volume.

Qualifications

  • Requirements include shown talent/certification as WFM system administrator and advanced ACD reporting. Proficiency with Noble dialer, ACD, and WFM applications is helpful.

  • Experience in large-scale call center (multi-site preferred) as an ACD administrator

  • Strong working knowledge of CTI, VRU, Noble/Genesys/NICE Workforce Management forecasting and scheduling system applications, and call/case tracking.

  • Should be highly PC literate, analytical, disciplined, detail-oriented, well organized and flexible, possessing personal integrity.

  • Should be able to engage diplomatically with colleagues, internal support, vendors, and management. Requires superb communication (verbal and written) and interpersonal skills.

  • Ability to make effective, meaningful group presentations in staff meetings or to clients/prospects and implement new process improvements/innovations that support the Call Center environment.

The above statements are intended to describe the general nature and level of the work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified .

We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.

A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it’s the bank’s policy to only inquire into a candidate’s criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.

Job: Operations

Primary Location: TEXAS-Arlington

Schedule Full Time

Shift Day

Req ID: 10029983-WD

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