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.

The Manager, Workforce Analyst supports Workforce Optimization (WFO) by leveraging workforce planning strategies, analytics, forecasting, and operational insights to drive business outcomes. This role is responsible for predicting operational impacts, identifying risks, developing mitigation strategies, and conducting post-action analysis to support continuous improvement.

The position partners closely with business leaders, Talent Acquisition, Learning & Development, and other cross-functional stakeholders to optimize staffing strategies, resource utilization, and service delivery. Success in this role requires a strong analytical mindset, strategic thinking, and the ability to influence decisions across multiple levels of the organization.

Key Responsibilities?

Workforce Planning & Optimization

• Develop and maintain workforce forecasts, including contact volume, average handle time (AHT), shrinkage, productivity, and staffing requirements.
• Partner with business leaders to develop and execute workforce strategies that align staffing capacity with business demand.
• Analyze workforce trends and operational performance to identify opportunities for optimization and improved efficiency.
• Conduct variance analysis and provide actionable recommendations to address gaps between forecasted and actual performance.

Staffing & Capacity Management

• Partner with Talent Acquisition, Learning & Development, and business leadership to create, maintain, and execute hiring and staffing plans.
• Monitor hiring, attrition, and workforce trends, recommending strategies to mitigate staffing risks and support operational objectives.
• Maintain workforce plans, headcount models, and scheduling strategies to ensure alignment with business needs.

Risk Management & Business Partnership

• Identify workforce-related risks and facilitate mitigation planning with key stakeholders.
• Deliver data-driven insights, observations, recommendations, and executive-level reporting to support informed decision-making.
• Build and maintain strong partnerships with business leaders, support partners, and Workforce Optimization peers.
• Proactively communicate workforce impacts, emerging risks, and opportunities to leadership.

Operational Excellence

• Demonstrate expertise in Workforce Optimization processes, tools, and methodologies.
• Ensure accuracy, consistency, and integrity of workforce planning data and reporting.
• Contribute to continuous improvement initiatives by identifying innovative solutions and process enhancements.
• Support organizational change initiatives through effective communication, collaboration, and stakeholder engagement.

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 Qualifications: 

• Currently approved for 100% HWF as part of Virtual hiring agreement, or part of the HWF exception process
• Active FINRA Series 7 & 63/66 licenses.
• Active FINRA Series 8 or Series 9 & 10 licenses.  
• Minimum 4 years prior experience of brokerage/financial services industry, preferably in a call center environment. 

Strong track record of performance in the remote environment:

• Consistency providing an exceptional client experience with the ability to anticipate and resolve problems proactively. 
• Ability to ask appropriate clarifying questions to clearly understand the clients stated and unstated needs. 
• Capacity to work independently while utilizing resources and systems available to provide clients a world class service experience. 
• Experience with key Schwab platforms such as ThinkOrSwim, Client Central, Service Desktop, MyQ, CXOne, etc. 
• Skillful in de-escalate techniques and experienced in handling difficult client conversations.
• Adherence to all policy and procedure expectations
• Ability to support and facilitate positive relationships between the client and Schwab by building and fostering internal partnerships
• Trading acumen in a variety of different domains and strong knowledge of financial markets
• Ability to identify potential risk situations and take action to mitigate risk in a timely and effective manner
• Strong sense of ownership to support our clients through first call resolution while being efficient and mindful of time constraints on the client, peers, and business partners
• Initiative to create change through process improvement, training, and streamlining functions
• Perform as part of a team while putting the focus on providing the best possible client experience
• Demonstrate a solutions-focused mindset and understanding that there is not a “one size fits all” approach
• 10+ months experience in acting team manager role(s)

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