First National Bank GH is committed to the success of its employees and is seeking a Workforce Analyst II. This role focuses on facilitating customer care forecasting and reporting, providing analysis on performance metrics, and acting as a subject matter expert on the NICE Performance Management tool.
Responsibilities
- Break out upcoming 90-day view from long term forecast by skill to determine appropriate business needs are met for resource allocation, customer and employee experience, and training
- Accountable for reporting needs and analysis of agent and skill performance to include - calls trends and behaviors, AHT, shrinkage categories and service performance at a partner/skill level
- Act as a subject matter expert on NICE Performance Management tool
- Stay up to date on workforce and performance trends across the industry
- Participate in conversation on new capability or configuration, bring forth ideas and best practices
- Engage early and often with all managers for best use and enablement of the tool
- Provide regular read out of trends and recommendations of focus areas for greatest improvements
- Provide recommendations to leadership for agent KPIs by understanding budget drivers to drive overall Customer Care performance
- Monitor performance drivers against business changes & develop models to improve overall business performance
- Identify opportunities and benefits offered through skills-based routing, demonstrating the benefit of proposed changes through testing scenarios. Identify and make recommendations to leaders. Proactively make changes within scope of role
- Provide guidance on service channels, performance within channels, performance in multiple channels and analysis of performance once executed
- Deliver effective & accurate reports detailing key performance indicators with commentary on what the data is showing and clearly state all assumptions applied
- Accountable for ongoing Performance Management dashboard development and manager education and support
- Complete financial unit cost analysis by agent, manager, director, skill and tenure
Skills
- High School Diploma or GED
- Expert in Microsoft Suite and data analysis tools
- Strong organizational and analytical skills and the ability to manage multiple deadlines is required
- Demonstrated effective time management skills
- Previous working experience, 1-3 years, in workforce management team within production or contact center environment
- High level of attention to detail and accuracy
- Previous experience in NICE CX One product suite
Benefits
- 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
Company Overview
First National Bank Ghana received a universal banking license from the Bank of Ghana during the second half of 2015 with Richard Hudson as Chief Executive Officer. It was founded in 2017, and is headquartered in Ridge, Volta, GHA, with a workforce of 501-1000 employees. Its website is https://www.firstnationalbank.com.gh.
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