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