Manager, Workforce Analyst

Your Opportunity

Schwab remains committed to providing increased visibility to career growth opportunities and job requirements. This posting announcement is part of increased transparency and while all qualified applicants will be reviewed and considered, this organization has a preferred candidate identified for this role.

At Schwab, you’re empowered to make an impact on your career.  Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together.

We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site in the specified location(s).

This opportunity as a Workforce Analyst Manager will be focused on responsibilities related to understanding and translating the needs of the business through the lens of technology.  They ensure their deliverables are aligned with business need and requirements, provide advice, and work cross-functionally with business and technology project teams.  This role is critical in the success of identifying impacted systems and teams, collaborating to define MVP, and facilitating change management within the Workforce Management group. This role will work closely with CCX, R&A, and CTI to prioritize upcoming Workforce Management technology initiatives while simultaneously applying business logic to ongoing production support needs.

Expectations of the Workforce Analyst Manager: 

Understand:

• Business problems, goals and workflows
• Organizational structure and constraints
• Requirements for supporting business segments, Workforce Planning and technology partners

Deliver:

• Workforce Management Technology Roadmap
• Analysis of business processes
• Use Cases/User Stories
• Software Requirements Specifications

Enable:

• Requirements management
• Change management
• Technology pain points and problems to be solved

What you have

To ensure that we have fulfilled our promise of "challenging the status quo," this role has specific qualifications that successful candidates should have.

Required:

• Minimum of 3-5 year’s Workforce Management experience in a virtual contact center environment
• Robust strategic understanding of workforce management practices, processes and interdependencies with demonstrated ability to communicate and develop this understanding successfully with multiple learning styles. 
• Demonstrated ability to influence, build consensus and engage others to reach desired future state of the business, along with proven ability to participate in a team dynamic that accelerates themselves and business partners through change.
• Flexible and able to prioritize work effectively to meet specific deadlines and manage interruptions without risking the overall success of the team.
• Committed to a culture that nurtures loyalty, identifies innovative solutions and drives improvement.
• Results and quality oriented with the ability to gather information interpret and evaluate it effectively.
• Ability to work effectively in a fast-paced, always changing environment, with the aptitude to quickly organize and manage multiple priorities and team dynamics.
• Excellent interpersonal skills, including expert presentation and communication skills – both written and oral.
• Mid-level proficiency with Microsoft Excel (vlookup/matching, text functions, conditional formulas, etc) with the goal of consolidating disparate data sources

Preferred:

• Basic understanding of database structures and designs and how data is propagated throughout a reporting system (SQL is a plus)
• Experience with configuring and administering enterprise-wide workforce management tools (NICE IEX preferred) and understanding the interconnected nature of said platforms
• Curiosity- a willingness to ask questions and explore systems to discover new ways of optimizing processes and to diagnose root cause of issues

In addition to the salary range, this role is eligible for bonus or incentive opportunities.