Workforce Management Liaison

Location: Huron Shift: Monday-Friday 10:00 AM - 7:00 PM Job Status: Full-Time Company: PREMIER Bankcard About the Role Responsible for managing associate scheduling and call volumes across multiple sites to ensure correct staffing and workflow levels.
Job Duties and Responsibilities Monitor real-time volume and staffing levels to ensure call performance goals are met.
Review schedules to ensure employee time is recorded accurately.
Verint Administration General Setting Administration Organization Settings Forecasting/ Scheduling Compile and manipulate data on scheduling software on scheduling software system to forecast future call volumes Utilize scheduling software to create weekly schedules fore individual phone representatives, taking into account forecasted call volumes, department meetings, time off requests, and University of PREMIER classes Process representative's requests for work schedule changes Update organizational charts for operational departments Process schedule changes Communicate with management and other staff to ensure call performance is maintained.
Create strategic recommendations to improve productivity while driving efficiency.
Ensure teams consistently use call management tools to monitor agents actual state compared to agent's schedule.
Identify and communicate issues that may fluctuate call volume and affect overall call center performance.
Make daily business impacting decisions or recommendations regarding staffing.
Manage scheduling all off phone activities such as team meetings, coaching, training, etc.
Monitor intra-day activities, adjust schedules, and perform daily trend analysis for call management.
Utilize Verint to identify associates on long calls and assist as needed.
Work cross-functionally with other departments to schedule trainings for associates while ensuring call metrics are met.
Skills and Qualifications A minimum of 2 years of experience in customer service preferred for an advanced understanding of credit card systems.
Proficiency in both Microsoft Word and Excel, as well as a proficient working knowledge of the English language.
Applicant should be analytically and mathematically minded; ability to analyze data and create necessary reports.
Must possess basic understanding of credit card system.
Basic computer skills, including proficiency of both Word and Excel, as well as a proficient working knowledge of the English language.
Ability to concentrate and work independently.
Capacity to learn, adapt to change, and become proficient quickly.
Ability to handle stress, multi-task, exercise self-control, adhere to company policies and procedures and uphold The PREMIER Way Competitive Benefits Package Full medical benefits for 20+ hours/week FREE dental and vision coverage Generous time off plans including PTO, Sick Pay, and Bonus Days 401(k) – dollar-for-dollar match up to 5% of total compensation Special discounts and offers for events at the Denny Sanford PREMIER Center Employee Wellness Program Paid Community Volunteer Hours – PREMIER averages 30,000 hours per year Fun Employee Parties Our Culture Emphasis on personal success, respect, health, wellness, fun and giving back Employees are rewarded, valued, and celebrated for hard work Career advancement opportunities is a ways PREMIER leaders show they care Appreciation is shown through concerts, outdoor bashes, cash, car giveaways and more At First PREMIER Bank and PREMIER Bankcard, we’ve created a culture that emphasizes personal success, respect, health, and wellness, fun and giving back.
This is an environment where you will be rewarded, valued, and celebrated for your hard work.
We offer a robust and expanded package of health benefits, incentives, paid time off and growth and career advancement opportunities.
We celebrate our employees and show our appreciation with private concerts, outdoor bashes, cash and car giveaways and more! See some of our epic celebrations and employee recognitions.
Considered one of the nation’s strongest financial organizations, we’ve achieved our success by embodying the views and values of The PREMIER Way.
From our CEOs to the newest hires, we all follow these shared views and values to guide us on how to treat our customers, co-workers and communities.
The PREMIER Way also serves as a roadmap on how to be successful inside and outside of the workplace.
We believe in investing in our employees, their families and our communities.
To ensure timely communication during the application process, please ensure that the “My Presence” portion of your profile is kept current.
This should include your most recent phone number and email address.
Additionally, please upload any relevant documentation, such as a cover letter and resume.
Initial contact will be made via email.
Please check your email regularly for any updates or sign in at Careers to view any status changes.
Neither First PREMIER Bank nor PREMIER Bankcard, LLC discriminates in hiring or employment on the basis of race, color, religion, gender, national origin, age, disability, protected veteran status, or status within any other protected group.