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Senior Analyst
Ally
Charlotte, NC, United States
Job Details - this job has expired, please see similar jobs below
Ally Requisition #
18-5165
Job Description
Reporting to the Customer Care Planning & Forecasting Manager, this position's primary focus is to manage the contact allocation process, forecasting, interval level staffing analysis/forecasting, performance and staffing reporting.
Job Responsibilities
• Establish forecast that supports expected contact volumes, AHT, and service level attainment across all channels
• Split volume forecast into daily volume by contact type
• Manage intraday forecast and staffing levels
• Performance tracking by contact type
• Manage staffing requirements and analysis
• WFM and Operational Reporting & Channel Performance Analysis
• Partner with Deposits Product, Marketing and Operational teams to identify and size impacts to the contact centers in support of change initiatives
Qualifications
• Bachelor's degree required
• 5+ years direct experience of progressive growth within a multi-channel Customer Care Center, preferably in support of online banking products, services and operations
• 3+ years direct experience in Customer Care Center volume forecasting and Workforce Management, preferably in a multi-vendor, multi-site environment
• Demonstrated expertise in planning, organizing and implementing strategic business plans within a Customer Care Center environment
• Excellent verbal and written communication and presentation skills are required with the ability to effectively influence across a diverse stakeholder base
• Strong analytical and problem-solving skills required
Ally OverviewAlly Financial Inc. (NYSE: ALLY) is a leading digital financial services company and a top 25 U.S. financial holding company offering financial products for consumers, businesses, automotive dealers and corporate clients. Ally's legacy dates back to 1919, and the company was redesigned in 2009 with a distinctive brand, innovative approach and relentless focus on its customers. Ally has an award-winning online bank (member FDIC), one of the largest full service auto finance operations in the country, a complementary auto-focused insurance business, a growing digital wealth management and online brokerage platform, and a trusted corporate finance business offering capital for equity sponsors and middle-market companies.
Business Unit/Enterprise Function
The Integrated Channels and Experience (ICE) team is responsible for the deployment and delivery of an end to end customer experience through our Digital and Customer Care Channels (e.g. phone, chat, email, desktop, mobile, etc.). ICE is a team of design, product management and business operations professionals who are responsible for the strategy, execution and ongoing support of Ally's consumer and dealer online and mobile channels. Team members work collaboratively across all Ally Lines of Business to develop policy, procedure and changes impacting customers, or those who service the customer in an effort to deliver a world-class customer experience.
Total Rewards Information
Ally's compensation program offers market-competitive base pay and bonus pay potential based on achieving personal and company goals. Plus, we have a flexible paid time-off program with an emphasis on work-life balance.
Ally offers a variety of benefits to protect your health and well-being, provide financial security and balance your work-life needs including:
• Industry-leading 401K Retirement Savings Plan including Matching and Company Contributions
• Comprehensive wellness program with financial incentives designed to help you achieve your best health
• Flexible health insurance options including dental and vision
• Pre-tax Health Savings Account with generous employer contributions
• Pre-tax dependent care and commuter benefits
• Other work-life integration benefits including Paid Parental & Caregiver Leave, Adoption Assistance, Back-up Child & Adult/Elder Care, Child Care Discounts, Tuition Reimbursement, LifeMatters Employee Assistance Program, Weight Watchers and other employee discount programs
Ally is an Equal Opportunity EmployerWe extend equal employment opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law.