Analyst I, Workforce Management

First National Bank of Omaha
vision insurance, tuition assistance, 401(k)
United States, Nebraska, Omaha
Jun 03, 2025
At FNBO, our employees are the heart of our story-and we're committed to their success! Please see below the details of this career opportunity and how it fits into our organization's success. Our Modern, Flexible Workplace: We believe in a Modern, Flexible Workplace, and we are continuously exploring advancements in technology and office environments to make it easier to collaborate and connect with customers and coworkers. It is anticipated that an incumbent in this role will work onsite 100% of the time and will have a dedicated workspace. Work location is subject to change based on business needs. Summary of the Job: The Workforce Management Analyst administers the Workforce Management (WFM) system for FNBO Customer Care. This position maintains daily operations and provides strategic workforce planning support within the contact center environment. This role analyzes and reports on call volumes, productivity, staffing and service levels performance and trends. About This Role: Responsibilities Administers the Workforce Management system for the call center Develops staff schedules and corresponding staffing scenarios based on real time business factors, i.e. vacation, new client onboarding, etc. Manages intraday staffing levels, including administration of schedule changes Increases staffing levels or modifies call routing to increase service levels Conducts analysis of real time and previous day volumes required to determine appropriate staffing levels on an 15 minute interval basis Generates new forecast when current day forecast has high deviation from actual Manages employee information changes by maintaining the agent database within the WFM system Conducts daily meetings with call center management to review month-to-date staffing trends and its potential impact to call center performance Provides daily recommendations to management on staffing adjustments required, to ensure management is making decisions on staffing based on volume trends Tracks, analyzes, and reports on call center/agent performance, utilizing reports from WFM system Analyzes and reports historical data and trends, recommends and implements changes Develops and maintains processes and procedures Manages proactive approval and denial of discretionary activities such as training and meetings based on call center needs Other duties/assignments as directed The Ideal Candidate for This Role: Qualifications High school diploma or GED required; Bachelor's Degree preferred Minimum 2 years of Workforce Management experience Special training and/or professional certificates may be substituted for experience Strong Microsoft Office skills, particularly Excel and PowerPoint Strong analytical and problem-solving skills Strategic thinking and planning Collaborative team player and individual contributor Strong verbal and written communication skills Strong organizational/time management skills and multi-tasking abilities Detail oriented Compensation: Compensation range (base pay): $46,679.00-$77,020.00 This role may have a specific starting pay within this range. Final compensation offer to candidate may vary from posted hiring range based upon work experience, education, and/or skill level. Benefits Overview: We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs: Medical, Dental, Vision Insurance 401k, With Matching Contributions Time Off Programs Health Savings Account (HSA)/Dependent Care Employee Banking Growth Opportunities Tuition Assistance Short-Term/Long-Term Disability Insurance Learn more about FNBO benefits here: https://www.fnbo.com/careers/benefits/. For additional information regarding compensation and benefits, e-mail FNBO at TAGAdmin@fnni.com. To ensure you receive a response, include the number of this job (listed below) in the subject line of your message. Job number: R-20250640 Equal Opportunity & Belonging: FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized, and empowered to be their authentic selves-no matter their role or where they are in their journey. Learn more here. FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity. Click here to download 'EEO is The Law' Self-Print Poster Click here to download 'EEO is The Law' Supplement for Federal Contractors Click here to download 'EEO is The Law' GINA Supplement FNBO is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer - Member FDIC FNBO follows federal law regarding the use of marijuana (this applies to all non-California applicants) Application Deadline: All our jobs will be posted for a minimum of 5 calendar days. Job postings may come down prior to 5 calendar days based on volume of applicants.