Work Force Management Analyst

CONTINENTAL FINANCE COMPANY Wilmington, DE $60000.00 to $75000.00 per year
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Come join a growing financial technology company that’s leading the marketplace in both the marketing and servicing of credit cards! Continental Finance Company specializes in credit card options for those consumers with less than perfect credit. We are seeking a Work Force Management Analyst to support our Operations team.

The Work Force Management Analyst will be responsible for the daily call center's performance by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the optimization of schedules and real-time (intra-day) management to support a multi-vendor relationship. Strong communication skills will be critical in this role as this role will be responsible to provide feedback to CFC and multiple Vendors.  The position may require some evening and weekend availability as business needs arise.

Essential Functions:

  • Serve as the primary point of contact on workforce management policies
  • Serve as subject-matter expert on workforce optimization issues
  • Ensure service level targets are met; maintain the right headcount, and calculate call capacity
  • Provide real-time monitoring of Real-Time Adherence and Intra Day Performance making intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals and business objectives.
  • Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals and business objectives for a multi-vendor operation.
  • Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
  • Produces call volume forecasts on a daily, weekly, monthly, and annual basis for multi- vendor operations.
  • Generates and evaluates staffing schedules and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis.
  • Compares results to forecast and identify opportunities for improvement.
  • Provide daily/intra-day performance reports to leadership.

The ideal candidate will have the following

  • At least 7 years’ experience in a call center environment in any capacity
  • Bachelor’s degree in Business or related field preferred
  • Experience with WFM software (Verint /Blue Pumpkin, IEX, eWFM, etc.) that includes real-time adherence preferred.
  • Minimum of four years of experience in performing WFM functions (specifically real-time management) in a multi-Vendor contact center environment required.
  • Excellent verbal, written and interpersonal communication skills
  • Must be self-motivator and self-starter
  • Excellent oral and written communications skills, with specific focus on telecommunications-centric operations
  • Experience supporting remotely as well as onsite
  • Bi-lingual capabilities are a plus

Why Continental Finance?

Continental Finance Company (“CFC”) is one of America’s leading marketers and servicers of credit cards for consumers with less-than-perfect credit. Since the Company’s founding in 2005, CFC has prided itself on its corporate responsibility to customers in terms of a strong customer support program, fair treatment and responsible lending. With our success, we have also grown into an innovative financial tech company! With a state-of-the-art consumer underwriting, marketing and servicing platform, we provide a variety of services to our consumers when other financial institutions will not accommodate them. We are proud to provide access to credit products and excellent services to consumers who are largely overlooked by traditional credit card issuers.

CFC is seeking bright, energetic individuals that will help us grow and develop together! We uphold a promise to treat our employees with the same care and concern as we do our customers. We offer all employees competitive compensation and benefits in an exciting, fast-paced business casual environment. Join our growing team and apply online today!

CONTINENTAL FINANCE COMPANY is an EEO employer - M/F/Vets/Disabled
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