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Database Reports Specialist - 3DFZS in Williamsville, NY at M&T Bank

Date Posted: 2/7/2018

Job Snapshot

Job Description

Database Report Specialist 
TBC Scheduling Center
Amherst Center - Williamsville, NY
 
Full availability required: Monday through Friday 8:30am - 5:00pm and Sat./Sun. may be required.  
Various shifts: 6:00am - 2:30pm or 12:30pm - 9:00pm

 
Basic Function:
The Command Center is a division of the Telephone Banking Center’s scheduling department that analyzes and makes staffing decisions as events unfold in real-time. The Command Center seeks to ensure that service levels are met consistently throughout each department during the day.
 
Responsibilities:
  • Monitor queue management software (Aspect Workforce Management) to ensure agents are in expected states and notify management if adjustments need to be made
  • Re-allocate staff as needed between multiple departments
  • Monitor call outs and unexpected absences
  • Solicit and manage overtime and time off phones as call volumes and staffing levels permit
  • Provide ad hoc reporting to management to assist in decision making
  • Identify, analyze, and interpret patterns or trends in data
  • Respond by email to scheduling requests from various levels of staff and management
     
    Minimum Qualifications:
  • High School Diploma or GED
  • One (1) year experience in office administration and/or customer service.
  • Strong analytical, organizational, and time management skills
  • Excellent verbal and written communication skills
  • Familiar with MS Office Suite
  • Attention to detail
  • Ability to multi-task in a fast paced environment
  • Ability to address issues with tact and diplomacy
     
    Ideal Qualifications:
  • One (1) year experience with workforce management software (e.g. Aspect, IEX, Pipkins)
  • One (1) year Call Center experience
  • Bachelor’s degree level of education
  • Experience creating and designing reports in MS Excel
 
About M&T
At M&T, we strive to be the best place our employees ever work, the best bank our customers ever do business with and the best investment our shareholders ever make. So when looking to advance your career, look to M&T. As a top 20 US bank holding company and one of the best performing regional banks in the country, we offer a wide range of performance based career development opportunities for talented professionals. And through our longstanding tradition of careful, conservative and consistent management and a strong commitment to the communities we serve, we continue to grow with a focus on the future.
M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer.
M&T Bank Corporation does not sponsor individuals for the purpose of obtaining H-1 Visas.
M&T Bank Corporation has policies and procedures in place to promote a drug free workplace.