Sr. Workforce Management Reporting Analyst – Troy, MI or REMOTE (Work from home United States) in Troy, MI

Sr. Workforce Management Reporting Analyst - Troy, MI or REMOTE (Work from home United States) - Flagstar Bank - Troy, MI - work from home jobCompany: Flagstar BankJob description: Position Title Sr. Workforce Management Reporting Analyst - Troy, MI or REMOTE (Work from home United States)Location Headquarters-Troy, MIJob SummaryTheSenior Workforce Management Reporting Analyst will be responsible for creating, running and maintaining business reports for several Customer Engagement Center teams and other Flagstar contact center teams.Reports are distributed on a daily, weekly, monthly, quarterly and annual basis and may include information pertaining to workforce management forecasting and scheduling metrics, key performance indicator analysis, Quality Assurance reporting, and agent scorecards. In addition, theSenior Reporting Analyst will partner with vendors and outside business units to build and distribute executive-level reporting; handle complex ad-hoc reporting requests on a regular basis; train and mentor junior WFM and Reporting team members; and be responsible for benchmarking analyses.JobResponsibilities:Create, analyze and trend canned and custom call center reportsBecomes a reporting subject matter expert for 4+ call center teams. Collaborates with management of several Customer Engagement Center teams to identify key performance indicators necessary for measurement. Partners with team members to build custom reports to reflect measurement of designated key performance indicators. Organizes and maintains data in several applications, including Workforce Management system, Excel and PowerPoint.Distributes daily, weekly, monthly, quarterly and annual reports with pointed analyses, communication of progress towards determined goals and recommendations for improvement. Applies mathematical modeling expertise and statistical analysis to design and create reports to optimize the use of resources throughout the contact center; partners with management to create solutions to improve team member productivity and utilization. Creates daily, weekly, and monthly contact center WFM reporting including forecast vs.actual results (contact volume, average handle time, shrinkage, staffing, etc.)Coordinates with other departments including Information Technology, Telecom, Application Support and other Customer Engagement Center areas in order to create reports. Prepares data for benchmarking and other statistical analyses. Consistently analyzes reporting methodology, workflow, tools and end product for areas of improvement. Proposes and implements subsequent improvements. Provides specifications to IT teams when necessary for automating and improving reports.Complete ad hoc reporting requestsCreates custom reports in response to internal and external audit requests. Creates agent productivity reports used to award agent incentives. Compiles historical call center data and completes analyses to assist management in making strategic decisions and/or investigating recent trends or anomalies. Handles complex ad-hoc reporting requests that typically require research, compilation of data from multiple sources, and advanced understanding of subject matter. Complete executive-level reportingCreates, analyzes and publishes daily, weekly and monthly reports as needed for senior management, executive management and regulators on behalf of the Customer Engagement Center and other departments as needed.Consolidates, tracks and trends reporting operations data that is derived from multiple data points. Collaborates with other business units and vendors to provide analysis and explanation of data trends identified. Consult and Provide Guidance to Management and Team MembersParticipates in hiring and training efforts for new staff. Performs review of Jr. Reporting Analyst staff work product to identify areas of improvement and coaches findings. Regularly consults with and educates management team on call center reporting best practices, strategies and individual team performance.Makes proactive recommendations for setting performance targets and improving calculations. Spearheads monthly and/or quarterly meetings with department management to identify new reporting needs and creatively addresses those needs through reporting. Completes Additional Reporting Analyst responsibilitiesUndertakes self-development activities on a monthly basis. Completes special projects as assigned by management. Documents and updates team workflow and process documents. Regularly collaborates with Information Technology, Telecom, Application Support, and the vendor to troubleshoot reporting issues and design/automate reporting.May assist Workforce Management team members with forecasting and scheduling as needed. Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar’s internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies. Job Requirements:HS Diploma, GED or Foreign EquivalentA bachelor’s degree in statistics and/or business writing is strongly preferred, but not required.Comparable work experience would include 5+ years of experience creating reporting, performing analyses and creating well-documented report narratives. 7+ years’ experience creating and distributing business reporting for various audiences, including executive-level reporting required. 5+ years of contact center experience required. 3+ years of workforce management experience working with a workforce management application preferred; Nice application experience preferredPrevious experience with developing business reporting requirements and designing custom reporting solutions to meet those needs.Previous experience analyzing reporting and implementing changes to create efficiencies and reduce errors. Proven excellence in written and oral communications. Previous experience coaching, leading and/or editing the work of others required. Proven ability to analyze data sources, identify potential issues and troubleshoot issues through resolution. Experience synthesizing and presenting data in a streamlined manner. Experience analyzing and trending data and providing recommendations for improvement.Comprehensive knowledge of contact center reporting software and the Microsoft Office Suite with advanced skills in Access, Excel and PowerPoint, including creation of pivot tables and usage of complex formulas. Previous experience creating interactive visual dashboards using Power BI, often through design/creation of SQL queries preferred but not required. Team-oriented and highly organized. Exceptional sense of urgency, dedicated to meeting the expectations and requirements of both internal and external customers.Ability to manage resource issues and multiple priorities with little or no direction. Ability to adapt to new demands and challenges. Exceptional customer service and interpersonal skills. Ability to work occasional extra hours, including weekends, as business demands dictate. Internal Use Only Job Band - FExpected salary:Location: Troy, MIJob date: Fri, 11 Aug 2023 01:57:42 GMTApply for the job now! Apply tot his job