Location: On site in Charlotte, NC, Knoxville, TN, Memphis, TN, Nashville, TN, Orland, FL, or Winston Salem, NC.
At First Horizon Bank Operations, we are on a mission to deliver a seamless customer experience. We are passionate about doing things right and doing the right things. We collaborate with each other and with our internal business partners to delight our customers. We believe in creating an environment where everyone’s ideas are valued so that the team operates at its best. Our team members serve with humility and a deep commitment to their responsibility to be the best at serving their customers one opportunity at a time.
SUMMARY
The Customer Experience Analyst / Workforce Management Specialist position is an individual contributor role that works as part of a team generating forecasts and schedules and performing analytics on results. This individual will be responsible for overseeing scheduling, reporting and auditing functions. They will be responsible for reviewing trends relative to scheduling and schedule staff accordingly to ensure service level standards are met, optimal cost effectiveness, operational efficiency, and service delivery for both in house and a remote workforce. This individual will develop and maintain comprehensive reporting illustrating staffing and adherence effectiveness and opportunities at individual, team, and center levels. Through data preparation, tracking and analysis this position will provide guidance and direction on workforce strategies across multiple departments to enhance performance and productivity while reducing costs.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Monitor daily agent activity, agent Adherence and call volume trends for multiple queues and sites to maximize productivity and Contact Center performance.
Monitor Contact Center metrics (after call time, talk time, hold times, abandonment rate and IVR usage) to assist with forecasting of calls and staffing needs.
Forecast long-term and short-term staffing needs by utilizing workforce technology to analyze trends.
Prepare forecasts for upcoming weeks/ months and rolling twelve months for inbound telephony and support teams to determine appropriate staffing requirements and achieve performance objectives.
Serve as a primary point of contact for daily scheduling issues and responsible for working closely with team members and management to Provide real time direction of staff movements to ensure maximum efficiency while optimizing service and cost.
Maintain schedules to meet service objectives, operational goals and optimize productivity.
Analyzes Contact Center trends, including volume, arrival patterns, staff productivity, and resource allocation.
Recognizes and recommends operational improvements.
Facilitate and lead planning efforts and make recommendations of workforce efficiencies and operational improvements to Management Team on Bi-Weekly Calls.
Compile, summarize and disseminate various reports including, but not limited to, volume, efficiency, production hours, daily performance summaries, LT/ST forecast bridge analysis, cost per transaction tracking, etc.
Perform interval, daily, weekly, monthly, annual analysis of historical performance at individual centers and individual departments and lines of business.
Conduct “what if” analysis in order to determine the best strategy for meeting all service and cost goals.
Track and report on system issues, downtime and escalate as required.
Perform Ad Hoc analysis.
Perform all other duties as assigned.
QUALIFICATIONS
- Minimum 2 year experience in Workforce Management required, WFM CXone preferably in a contact center environment
Experience with Workforce Management software (scheduling, performance tracking, reporting) required (NICE, Calabrio)
Must have the ability to demonstrate strong analytical skills, with emphasis on forecasting
Must possess complex problem solving, judgment, critical thinking and decision-making skills
Ability to be highly organized with an emphasis on accuracy and timeliness required
Must have the ability to organize information and have attention to detail and accuracy
Demonstrate strong verbal and written communication skills
Strong organizational skills and the ability to multi-task
Strong MS Office Product Knowledge
Must be able to work a flexible schedule including day and/or evening hours
Must be at least 18 years old
Must be able to work 40 hours per week
This position is an on-site role. Remote work is unavailable.
Multi-channel Contact Center Management Experience Preferred
Ability to identify new areas where artificial intelligence can improve team efficiency and product quality
About Us
Follow Us
Facebook
X formerly Twitter
LinkedIn
Instagram
YouTube
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Skills Required
- At least 2 years of workforce management experience, preferably in a contact center environment
- Experience with workforce management software for scheduling, performance tracking, and reporting, such as NICE or Calabrio
- Strong analytical skills with an emphasis on forecasting
- Complex problem-solving, judgment, critical-thinking, and decision-making skills
- Strong organizational skills, attention to detail, accuracy, and timeliness
- Strong verbal and written communication skills
- Ability to multitask and organize information effectively
- Strong Microsoft Office product knowledge
- Ability to work a flexible schedule, including daytime and evening hours
- At least 18 years old
- Ability to work 40 hours per week
- Ability to work onsite; remote work is unavailable
- Multi-channel contact center management experience
- Ability to identify opportunities for artificial intelligence to improve team efficiency and product quality
First Horizon Bank Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about First Horizon Bank and has not been reviewed or approved by First Horizon Bank.
-
Retirement Support — Retirement offerings include a 401(k) plan with company matching contributions up to 6% of pre-tax income, alongside FSA/HSA options and a defined benefit pension plan. Stock purchase and equity programs (including options and RSUs) also add to longer-term wealth-building opportunities for eligible employees.
-
Parental & Family Support — Parental leave is available for childbirth, adoption, foster parenting, or surrogacy, and adoption reimbursement is included in the package. These family-building benefits broaden support beyond traditional maternity/paternity leave structures.
-
Wellbeing & Lifestyle Benefits — Wellbeing support includes an internal wellness program, an employee assistance program, and access to a digital wellness platform. Group life insurance and disability coverage (including no-cost options) strengthen financial protection and day-to-day support.
First Horizon Bank Insights
What We Do
When we opened our doors in 1864 on North Court Street in Memphis, we had a simple mission: to provide the best service to our customers, one opportunity at a time. In the 150 years that followed, our communities transformed and expanded. We’ve seen our business and banking in general grow and adapt to the changing needs of customers through the years. But one thing that will always remain constant is our commitment to financial integrity and to helping our customers take good care of their money.
