Specialist, Workforce Analyst

Your Opportunity

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 locations.

The Intraday Team is part of our Interaction Strategy & Support Organization (IS&S).  Our mission is to enhance the client experience and achieve service level goals through real time monitoring. We ensure a seamless phone experience and efficient call handling by analyzing trends, managing resources, and mitigating the impact of events. 

Members of this team are responsible for developing business agreements and actions to assist with intraday call volumes and staff management that leverage our bias towards action when both excess capacity and/or shortfalls are present.  Intraday plays the role of decision support, by bridging the gap between call center dynamics and numeric forecasts to practical realities of running the business.  This team will regularly interact as the primary point of contact as it relates to near-term staffing decisions for business leaders at various levels of management within and outside of the IS&S organization.

The job responsibilities will include, but are not limited to:

• Monitoring our telephony network and phone team staff levels real-time
• Managing and optimizing off phone activities through real-time and near-term actions
• Executing quick routing and quota table changes
• Partnering with leadership to return representatives to the phones, rescheduling preplanned development efforts for a later time, or scheduling development efforts between various business leaders and our front line representatives to leverage periods of time where excess staffing is forecasted and/or occurring
• Leveraging partnerships across multiple areas to implement according to plan, and to escalate or course-correct any deviations from the plan
• Recognizing gaps and opportunities, framing the situation in clear language, and providing viable options with related implications in a timely and compelling manner 
• Balancing consistency in our client service levels with the growth and development needs of our client facing representatives

The shift for this role is 11:30am - 8:00pm ET

What you have

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

Required Qualifications:

• A strong understanding of call center dynamics and the major inputs of forecasting requirements and development in a skills-based routing environment
• Previous contact center workforce management experience – with an understanding of call routing concepts and how they impact staffing requirements
• Proven experience creating effective development strategies and then quickly executing upon them
• Must be able to apply mathematical concepts and analysis to solve complex problems and develop workable solutions
• Must have the ability to articulate analytical arguments, staffing impacts and development planning methodologies to senior level management
• Advanced proficiency in Excel is required

Preferred Qualifications:

• Some exposure to database management is preferred
• Must have demonstrated the ability to work effectively as part of a team to solve complex organizational problems
• Self-starter who can work independently and manage several projects simultaneously in a fast-paced environment
• The Intraday Team supports a 24 hour a day, 7 days a week call center; therefore, we require someone who can adjust hours

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