Job Description

The Workforce Management Forecaster serves in the capacity of providing short/midterm forecasting for multiple queues or an entire Contact Center. They will utilize information contained within our Workforce Management platform as well as use industry standard methods/tools to provide a long-term view of forecast (12 months) for one or two queues or workgroups. Shapes and drives strategy of the assigned team(s) and contributes to strategy of the assigned area(s).

Primary Responsibilities:

• Interface regularly with Director of Workface management as well as Sr Forecaster and queue or work group heads within and outside of TCC.
• Provide detailed long term forecasting direction and oversight for one or two Contact Center queues.
• Assist queue management on modeling of long-term strategies them in an overflow or skills-based routing paradigm.
• Serve as a primary modeler during yearly budget/reforecast process.
• Maintain configurations for pertinent scheduling software and troubleshoot related issues. Create staffing forecasts for all inbound/outbound call centers.
• Create long-term forecasts for volume, handle-times, and staffing for multiple queues as well as full Contact Center Enterprise.
• Is lead on providing staffing level recommendations and service level impacts for one-time system/bank conversions or other significant events.
• Create schedules to fit with available resources, forecast staffing requirements.
• Provide detailed analytical reporting and make recommendations as requested by management to assist in decision-making.
• Identify, analyze, and interpret patterns or trends in call volume and Average Handle Time (AHT) data as well as employee shrinkage and productivity.
• Identify and recommend issues that negatively impact service level achievement and recommend ways to improve these processes.
• Manage long-term time off requests, including their resulting impact on staff scheduling, i.e., vacation, change requests.
• Complete long-term schedule adjustments.
• Communicate to management impacts of known events in the upcoming schedule sets.
• Assist in projects impacting the Contact Center or Enterprise with detailed analysis.
• Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and termination.
• Understand and adhere to the Company’s risk and regulatory standards, policies, and controls in accordance with the Company’s Risk Appetite.
• Identify risk-related issues needing escalation to management.
• Promote an environment that supports belonging and reflects the M&T Bank brand.
• Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
• Complete other related duties as assigned.

Supervisory/Managerial Responsibilities:

Individual contributor role.

Capable of forecasting on a short term for multiple contact queues as well as long term forecasting for one or two queues.

Skills / Capabilities Required:

Minimum of 3 years’ experience with workforce management software and forecasting/scheduling work.

Experience creating and designing reports in pertinent spreadsheet software and/or presentations.

Ability to complete detailed statistical analyses (regressions).

Detail-oriented.

Ability to multi-task in a fast-paced environment.

Capability to interact with Senior management.

Education and Experience Required:

Minimum 3 years’ experience in a Planning or Forecasting WFM Role

Excellent communication and listening skills

Excellent knowledge of written and spoken English

Impeccable attention to detail

Exceptional people skills

Well-developed problem-solving and analytical skills

Ability to learn & manage multiple technical systems

Strong knowledge of Excel is necessary

Knowledge of Workforce management tools e.g., Shifttrack, aspect etc.

Education and Experience Preferred:

Genesys Cloud CX or Genesys WFM, Banking Industry Experience

Physical Requirements:

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $26.00 - $43.34 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Williamsville, New York, United States of America