WFM Real Time Operations Lead

Location: Columbus, OH; may be located at any Huntington Bank corporate office within the Huntington Bank footprint. Workplace type: Office, with specific work arrangements provided by the hiring team.

Company

hirify.global is a banking organization.

What you will do

• Generate and analyze workforce management reports and provide regular updates and recommendations to management.
• Manage and support skilling and routing assignments to optimize contact center performance.
• Create and maintain short-term forecasts and accurate headcount records for all CSC employees.
• Collaborate with business units, team leaders, and supervisors on events, campaigns, staffing impacts, and workforce-related issues.
• Assist with workforce management strategy development and implementation, and support other WFM functions as needed.
• Participate in training and development opportunities and perform other assigned duties.

Requirements

• Bachelor’s degree or at least 5 years of related experience.
• 3+ years of workforce management experience.
• Applicants must be currently authorized to work in the United States on a full-time basis.

Nice to have

• Understanding of call center operations and experience using workforce management software.
• Proficiency with analysis tools such as Excel and Tableau.
• Strong analytical skills, attention to detail, and ability to collaborate with call center leadership and colleagues.
• Proficiency with Verint, Aspect, or Genesys.
• Experience developing call-volume forecasts and agent schedules in a multichannel contact center environment.
• Excellent written and verbal communication skills, ability to multitask in a fast-paced environment, and ability to prioritize multiple projects.
• Ability to identify continuous improvement opportunities and solutions.
• Strong proficiency with Microsoft Office Suite.
• Experience with vendor management or partnerships.

Culture & Benefits

• Office-based workplace approach focused on in-office collaboration and community.
• Certain positions may be eligible for a flexible arrangement combining office and work-from-home options; the specific arrangement is provided by the hiring team.
• Exempt position and not eligible for overtime pay.
• Equal opportunity employer and tobacco-free hiring practice.
• Immigration sponsorship is not available for this position.