Workforce Management Operations Manager

 

At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country's most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

 
The Workforce Management Operations Manager will be responsible for developing and implementing workforce strategies in coordination with business line leaders to ensure optimal staffing plans are in place to support the stated goals and objectives.  Will provide data and analysis on key workforce performance indicators and drive daily reviews on results, allowing for informed decisions to be made for future actions and planning.  Results will be accomplished through the effective management of staff that may range from lower level non-exempt through exempt level professionals. 
 
Key Responsibilities:
  • Maintain a working knowledge of all aspects of call center operations to support optimized staffing needs
  • Provide leadership to the Workforce Management team, ensuring knowledge and adherence to published policies and procedures
  • Analyze key workforce metrics and engage business line leaders on recommendations to optimize staffing plans within the call centers
  • Manage daily real-time monitoring and scheduling activities, with a goal of optimizing schedule efficiencies across all call centers
 

Qualifications

 
Basic Qualifications
- Bachelor's degree, or equivalent work experience
- Eight to ten years of operations experience in the financial services industry
- Four or more years of supervisory/management experience
 
Preferred Skills/Experience
- Considerable knowledge of operation functions, systems, policies and procedures for NICE IEX workforce management application or equivalent scheduling software
- In-depth understanding and practical application of applicable laws and regulations
- Excellent organizational, managerial and project management skills
- Well-developed customer relations skills
- Excellent interpersonal, verbal and written communication skills
- Ability to manage multiple tasks/projects and deadlines simultaneously
- Thorough knowledge of banking operations and human resources
 

Job

Operations

Primary Location

Texas-TX-Irving

Other Locations

Other Locations Missouri-MO-Saint Louis

Shift

1st - Daytime

Average Hours Per Week

40