WFM Real Time Operations Lead

Description

This position can be located at any Huntington Bank corporate office within the Huntington Bank footprint.

Summary:

The WFM Real Time Operations Lead is responsible for overseeing and optimizing the call center’s workforce management processes, with a primary focus on capacity planning and forecasting. This role involves working closely with various WFM positions, including the Workforce Planner, Workforce Coordinator, and Workforce Specialist, to ensure efficient staffing levels, accurate forecasting, and overall operational excellence. The WFM Real Time Operations Lead will also be responsible for analyzing data, identifying trends, and implementing strategies to enhance workforce performance and meet business objectives.

Duties and Responsibilities:

- Lead day-to-day real-time workforce management activities across all supported business lines.
- Monitor service levels, queue performance, occupancy, staffing levels, and schedule adherence throughout the day.
- Make real-time staffing decisions to balance customer experience, employee utilization, and business objectives.
- Coordinate intraday staffing adjustments including overtime, voluntary time off, off-phone activities, meetings, training, and schedule changes.
- Analyze intraday performance trends and compare actual results against forecasted expectations.
- Identify emerging risks to service level attainment and recommend mitigation strategies.
- Perform interval-level analysis of call volume, handle time, staffing, and occupancy variances.
- Serve as the primary escalation point for Operations leaders regarding staffing and service level concerns.
- Ensure workforce actions are aligned across all lines of business.
- Mentor and train junior workforce management staff, sharing expertise and best practices.
- Present reports, updates, insights and recommendations to senior management to support decision-making.
- Partner with and provide guidance and support to Workforce Planners, Coordinators, and Specialists in scheduling, real-time monitoring, and adherence management.
- Perform other duties as assigned.

Basic Qualifications:

- Bachelor’s degree or at least 5 years of related experience
- 3+ years of WFM experience

Preferred Qualifications:

- Advanced knowledge of MS Office applications (Excel) and WFM software suites
- Knowledge of call center KPIs and metrics, such as service level, average handle time, average speed of answer, and occupancy
- Strong Analytical skills with the ability to interpret data, identify trends, and make data driven recommendations
- Proven leadership experience, including supervising or mentoring a team
- Excellent communication skills, both written and verbal, with the ability to communicate clearly and effectively to all levels of leadership.
- Strong analytical skills, attention to detail, and the ability to work collaboratively with call center leadership and colleagues to achieve operational objectives of all verticals
- Certification in workforce management or call center operations (e.g., CCWP, COPC, or equivalent)
- Experience with visualization tools like Power BI and Tableau
- Ability to multitask and work in a fast–paced environment with strong organizational skills and attention to detail
- Ability to identify continuous improvement opportunities and solutions
- Strong proficiency with Microsoft Office Suite
- Ability to multitask and work in a fast–paced environment

Exempt Status: (Yes   = not eligible for overtime pay) ( No   = eligible for overtime pay)
Yes

Workplace Type:
Office

Our Approach to Office Workplace Type

Certain positions outside our branch network may be eligible for a flexible work arrangement. We’re combining the best of both worlds:  in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team.

Huntington will not sponsor applicants for this position for immigration benefits, including but not limited to assisting with obtaining work permission for F-1 students, H-1B professionals, O-1 workers, TN workers, E-3 workers, among other immigration statuses. Applicants must be currently authorized to work in the United States on a full-time basis.

Huntington is an Equal Opportunity Employer.

Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.

Note to Agency Recruiters:  Huntington will not pay a fee for any placement resulting from the receipt of an unsolicited resume.  All unsolicited resumes sent to any Huntington colleagues, directly or indirectly, will be considered Huntington property. Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration.