Mar 30, 2023
The Senior Workforce Management Reporting Analyst will be responsible for creating, running and maintaining business reports for several Customer Engagement Center teams and other Flagstar contact center teams. Reports are distributed on a daily, weekly, monthly, quarterly and annual basis and may include information pertaining to workforce management forecasting and scheduling metrics, key performance indicator analysis, Quality Assurance reporting, and agent scorecards. In addition, the Senior Reporting Analyst will partner with vendors and outside business units to build and distribute executive-level reporting; handle complex ad-hoc reporting requests on a regular basis; train and mentor junior WFM and Reporting team members; and be responsible for benchmarking analyses. Create, analyze and trend canned and custom call center reports Becomes a reporting subject matter expert for 4+ call center teams. Collaborates with management of several Customer Engagement Center...
Flagstar Bank
Remote * (Troy, MI, USA)