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May 20 2018

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Job Opportunity: Forecasting & Analysis Specialist - Loss Mitigation:

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Forecasting & Analysis Specialist - Loss Mitigation

M&T BankGetzville, NY5/17/2018
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Job Description


THE OPPORTUNITY:
Responsible for providing complex, highly specialized analytical, technical and operational support at the business or department level. Act as project leader on complex and highly visible projects.

POSITION The main responsibilities are:
   » Creation and maintenance of long and short term forecasts for contact center
   » Creation and maintenance of schedules for multiple teams
   » Review, analyze and assess call volume and FTE forecasts to insure the forecasts are accurate, trends in contact volume and AHT, as well as site level staffing attainment.
   » Serve as an continuing resource for the long term forecasting to assist in strategic planning processes.
   » Update inbound call volume and average handle time for all call types and contact centers located on forecasts and real-time trends. Make manual adjustments to account for out-of-pattern days, including days after holidays, PPV events, or outages.
   » Monitor and manage Workforce staffing in contact centers to ensure balancing of staff requirements (attaining similar OT and VTO goals) and compliance to forecast.
   » Provide guidance and coordinate Workforce Management teams in administering real time overtime and voluntary time off activities.
   » Compile summarize and disseminate various reports including, but not limited to, volume, efficiency, production hours, everyday performance summaries, cost per call/email/chat, etc.
   » Forecast and track volume monthly, weekly, everyday and by interval
   » Communicate to contact center leadership abilities to identify trends in absenteeism, turnover, and other events impacting staffing availcapability.
   » Make real time adjustments to staffing forecasts, including shrinkage, to provide the most accurate and updated view of staffing forecast to requirements.
   » Instruct and coordinate optimal Workforce scheduling of team meetings, manager coaching sessions, training and other scheduled off-phone (shrinkage) activity.
   » Real time direction of staff movements to ensure maximum efficiency while optimizing service and cost
   » Projection of future performance at individual centers, individual departments and for individual lines of business
   » Conduct ?what if? analysis in order to determine the best strategy for meeting all service and cost goals
   » Monitor real time call statistics schedule adherence and communicate with Contact Center Leaders to ensure on-phone and off-phone activity is managed efficiently all over the day.
   » Develop and communicate Workforce service level and occupancy analysis to highlight events that cause Contact Center to miss goals. Such analysis should be thorough, self-explanatory, and detailed as to the cause of the miss, the quantified impact of the miss (both for the interval(s) and day), and expected time for resolution.
   » Escalate service level and occupancy miss issues to the necessary leadership abilities team, located on time frame and impact.
   » Interface with Management Team when call routing, system anomalies are presented so the impact is fully scoped, the proper escalation paths are followed for timely resolution, staffing adjustments are facilitated and communication paths remain open until resolution is obtained.
   » Assess and analyze all activities in the post day period, recommend action plans to strengthen results, and monitor the implementation of activities to achieve those results.
   » Responsible for the specific results for the connected contact type of service level, occupancy, interval staffing forecast accuracy and schedule efficiency.
   » Manages a team of Workforce Management Analysts and/or Real Time Analysts
   » Utilizes scheduling software to determine the proper shift coverage by adjusting center resources to accommodate changes in call volumes, service activity or resource availcapability
   » to execute this job prosperously, an individual must be able to execute each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or capability required. Reasonable accommodation may be made to enable individuals with disabilities to execute the essential functions.
   » Proficient in Math and Statistical analytics
   » Advanced Excel expertise required (capability to write formulas, link files, conditional formatting, lookups, pivot tables, etc.)
   » Above average PowerPoint expertise required (capability to create an executive level presentation in PowerPoint)
   » Strong capability to multitask and manage competing priorities
   » Comprehensive knowledge of workforce management
   » Strong presentation and communication expertise
   » Self-starter who has the capability to work independently
   » capability to interact with different departments at various levels with a consistent, self-assured, pleasant manner, making strategic business recommendations backed up by analytics and facts
   » Able to create buy in
   » Well organized and detail oriented
   » capability to understand, interpret and explain complex data and production metrics in the simplest of terms to any audience
   » Perform other tasks as requested by Sr. Manager/Department Managers

NATURE AND SCOPE:
The position requires substantial interaction with both internal and external contacts in order to obtain pertinent information.
The position acts as liaison between department and other business units on various projects.
The incumbent works independently under very limited supervision as well as a member or a project leader of a project team.
Serves as resource for junior employees.

MINIMUM QUALIFICATIONS REQUIRED:
Bachelor's degree and a minimum of4 to 5 years' practice in a related field or in lieu of a degree, a combined minimum of11 years higher education and/or work practice including a minimum of7 years related practice.
Excellent oral and written communication expertise.
Strong analytical capability and creative problem solving expertise.
capability to function as a project leader.

IDEAL QUALIFICATIONS PREFERRED:
capability to interact effectively with all levels of personnel.
capability to work independently and function as a member of a project team.
Detail oriented.
Excellent knowledge of Windows and PC software programs.
Minimum of 3 years banking industry practice.
Minimum 3 years prior departmental practice.
Highly skilled proficiency in the use of spreadsheet, database, graphing, presentation, and department specific software, with a working knowledge of inbound and outbound call forecastingmodels.

ABOUT M&T:
At M&T, we strive to be the best place our employees ever work, the best bank our customers ever do business with and the best investment our shareholders ever make. So when looking to advance your career, look to M&T. As a top 20 US bank holding company and one of the best performing regional banks in the country, we offer a wide variety of performance located career development opportunities for talented professionals. And through our longstanding tradition of careful, conservative and consistent management and a strong commitment to the communities we serve, we continue to grow with a focus on the future.
#LI-RS1

Job Posting: Apr 17, 2018, 2:21:10 PM
Unposting Date: continuing


Job Snapshot

Employment Type Full-Time
Job Type Finance
Education 4 Year Degree
practice At least 3 year(s)
Manages Others Not Specified
Industry Banking - Financial Services
Required Travel Not Specified
Job ID 3DHH1

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Company Overview

M&T Bank
M&T Bank is a multi-state community-focused bank serving New York, Maryland, New Jersey, Pennsylvania, Delaware, Connecticut, Virginia, West Virginia and Washington, D.C. Founded in 1856, M&T Bank provides banking, investment, insurance and mortgage financial services to consumer, business and government clients.
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Getzville, NY
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Job Category: Customer Service [ View All Customer Service Jobs ]
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Salary: Unspecified
Degree: Unspecified
Experience (year): Unspecified
Job Location: Other
Company Type Employer
Post Date: 05/17/2018 / Viewed 7 times
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