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Sr Business Analytics & Reporting Analyst - 3DJFX in Getzville, NY at M&T Bank

Date Posted: 7/3/2018

Job Snapshot

Job Description

Responsible for providing complex, highly specialized analytical, technical and operational support at the business or department level. Act as project leader on complex and highly visible projects.

  • Creation and maintenance of long and short term forecasts for contact center
  • Creation and maintenance of schedules for multiple teams
  • Review, analyze and assess call volume and FTE forecasts to insure the forecasts are accurate, trends in contact volume and AHT, as well as site level staffing attainment.
  • Serve as an ongoing resource for the long term forecasting to assist in strategic planning processes.
  • Update inbound call volume and average handle time for all call types and contact centers based on forecasts and real-time trends. Make manual adjustments to account for out-of-pattern days, including days after holidays, PPV events, or outages.
  • Monitor and manage Workforce staffing in contact centers to ensure balancing of staff requirements (attaining similar OT and VTO goals) and compliance to forecast.
  • Provide guidance and coordinate Workforce Management teams in administering real time overtime and voluntary time off activities.
  • Compile summarize and disseminate various reports including, but not limited to, volume, efficiency, production hours, daily performance summaries, cost per call/email/chat, etc.
  • Forecast and track volume monthly, weekly, daily and by interval
  • Communicate to contact center leadership to identify trends in absenteeism, turnover, and other events impacting staffing availability.
  • Make real time adjustments to staffing forecasts, including shrinkage, to provide the most accurate and up-to-date view of staffing forecast to requirements.
  • Instruct and coordinate optimal Workforce scheduling of team meetings, supervisor coaching sessions, training and other scheduled off-phone (shrinkage) activity.
  • Real time direction of staff movements to ensure maximum efficiency while optimizing service and cost
  • Projection of future performance at individual centers, individual departments and for individual lines of business
  • Conduct “what if” analysis in order to determine the best strategy for meeting all service and cost goals
  • Monitor real time call statistics schedule adherence and communicate with Contact Center Leaders to ensure on-phone and off-phone activity is managed efficiently throughout the day.
  • Develop and communicate Workforce service level and occupancy analysis to highlight events that cause Contact Center to miss goals. Such analysis should be thorough, self-explanatory, and detailed as to the cause of the miss, the quantified impact of the miss (both for the interval(s) and day), and expected time for resolution.
  • Escalate service level and occupancy miss issues to the necessary leadership team, based on time frame and impact.
  • Interface with Management Team when call routing, system anomalies are presented so the impact is fully scoped, the proper escalation paths are followed for timely resolution, staffing adjustments are facilitated and communication paths remain open until resolution is obtained.
  • Assess and analyze all activities in the post day period, recommend action plans to strengthen results, and monitor the implementation of activities to achieve those results.
  • Responsible for the specific results for the associated contact type of service level, occupancy, interval staffing forecast accuracy and schedule efficiency.
  • Manages a team of Workforce Management Analysts and/or Real Time Analysts
  • Utilizes scheduling software to determine the proper shift coverage by adjusting center resources to accommodate changes in call volumes, service activity or resource availability
  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
  • Proficient in Math and Statistical analytics
  • Advanced Excel skills required (ability to write formulas, link files, conditional formatting, lookups, pivot tables, etc.)
  • Above average PowerPoint skills required (ability to create an executive level presentation in PowerPoint)
  • Strong ability to multitask and manage competing priorities
  • Comprehensive understanding of workforce management
  • Strong presentation and communication skills
  • Self-starter who has the ability to work independently
  • Ability to interact with different departments at various levels with a consistent, self-assured, pleasant manner, making strategic business recommendations backed up by analytics and facts
  • Able to create buy in
  • Well organized and detail oriented
  • Ability to understand, interpret and explain complex data and production metrics in the simplest of terms to any audience
  • Perform other duties as requested by Sr. Manager/Department Managers

The position requires substantial interaction with both internal and external contacts in order to obtain pertinent information.
The position acts as liaison between department and other business units on various projects.
The incumbent works independently under very limited supervision as well as a member or a project leader of a project team.
Serves as resource for junior employees.
Bachelor’s degree and a minimum of 3 years’ experience in a related field or in lieu of a degree, a combined minimum of 7 years higher education and/or work experience including a minimum of 3 years related experience.
Excellent oral and written communication skills.
Strong analytical ability and creative problem solving skills.
Ability to function as a project leader.
Ability to interact effectively with all levels of personnel.
Ability to work independently and function as a member of a project team.
Detail oriented.
Excellent knowledge of Windows and PC software programs.
Minimum of 3 years banking industry experience.
Minimum 3 years prior departmental experience.
Highly skilled proficiency in the use of spreadsheet, database, graphing, presentation, and department specific software, with a working knowledge of inbound and outbound call forecasting models.
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.