Workforce Management Intraday Analyst
HumanaSalary not specified
Full Time
Mid-level (3 to 4 years)
Not SpecifiedCompensation
Mid-level (3 to 4 years)Experience Level
Full TimeJob Type
UnknownVisa
Financial ServicesIndustries
Requirements
The job requires the ability to perform essential duties satisfactorily, with skills and knowledge represented by the listed requirements. Specific qualifications are not detailed but are implied by the nature of the role.
Responsibilities
The Real Time Support Specialist will oversee day-to-day call flow operations for various consumer groups, monitoring and analyzing contact center activity. They will produce reports for senior management, build relationships with business partners, and troubleshoot technology issues. Responsibilities include incident escalation, trend identification, providing analytics for performance improvement, analyzing agent adherence and productivity, maintaining databases, monitoring VRU availability, activating messaging triggers, and supporting various contact center systems. The specialist will utilize workforce management tools to monitor real-time adherence to schedules and SLAs, identify and address staffing deviations, make real-time adjustments to optimize resources, anticipate contact volume fluctuations, coordinate intraday schedule changes, and communicate effectively with stakeholders. They will analyze real-time performance metrics, generate reports, provide data-driven recommendations, and act as a point of contact for escalations related to staffing or operational disruptions.
Skills
Real-time adherence
Scheduling
Call flow monitoring
Contact center operations
Reporting
Data analysis
Technology troubleshooting
Incident escalation
Trend identification
Santander
Provides banking, investment, and insurance services
About Santander
Santander Bank provides a variety of financial services to individuals, small businesses, and large corporations in the United States. Its offerings include savings and checking accounts, loans, credit cards, and investment products. The bank also has specialized services through Santander Investment Services and insurance products via Santander Securities LLC. Santander stands out from its competitors by focusing on community growth, committing $13.6 billion to support initiatives like the 'Cultivate Small Business' program, which aids early-stage entrepreneurs, especially from underrepresented groups. The bank generates revenue through interest on loans, service fees, and commissions, while promoting responsible banking practices and financial education. Santander's goal is to empower individuals and businesses, enhance community prosperity, and provide comprehensive financial solutions.
Boston, MassachusettsHeadquarters
1902Year Founded
$75MTotal Funding
POST_IPO_DEBTCompany Stage
Fintech, Financial ServicesIndustries
10,001+Employees