Axos Bank
Target Range:
$26/hr - $30/hr
Actual starting pay will vary based on factors including, but not limited to, geographic location, experience, skills, specialty, and education.
Eligible for an Annual Discretionary Cash Bonus Target: 10%
Eligible for an Annual Discretionary Restricted Stock Units Bonus Target: 10%
These discretionary target bonuses may be awarded semi-annually based upon your achievement of performance goals and targets.
About This Job
The Workforce Management Analyst position is a full-time role based in our San Diego office. The candidate fulfilling this role will join the Consumer Banking Support organization and will oversee the planning and execution of workforce management responsibilities across local, near-shore and offshore sites, to include scheduling, forecasting, capacity planning, and real-time analysis tasks.
We are searching for a detail-oriented and self-driven professional, who can develop and implement strategies to optimize and improve WFM procedures, to drive continuous improvements across all departments. An ideal candidate will take a data-driven approach to analyze interval reporting and collaborate with cross-functional teams to improve call center results and key performance indicators.
- Manage the creation of schedules for multiple teams across local, near-shore and offshore sites.
- Develop strategy to effectively and accurately forecast contacts, arrival patterns and staffing requirements.
- Optimize scheduling, staffing analysis, and service level management processes across multiple sites to promote business continuity.
- Monitor activity, queue volumes and call center metrics for all channels, and recommend daily staffing adjustments for all channels to meet service level agreements.
- Perform real-time monitoring and interval analysis to apply action items to maintain service level agreements and maximize team efficiency and productivity goals.
- Identify process gaps and support the develop procedural and operational guidelines to improve efficiency and effectiveness of WFM activities.
- Create and maintain reports from workforce management platform and other business intelligence sources.
- Lead dedicated WFM team to standardize required procedures globally.
- Coordinate with contact center leadership to identify opportunities for service improvements and business optimization.
Axos Employee Benefits May Include:
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Medical, Dental, Vision, and Life Insurance
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Paid Sick Leave, 3 weeks’ Vacation, and Holidays (about 11 a year)
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HSA or FSA account and other voluntary benefits
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401(k) Retirement Saving Plan with Employer Match Program and 529 Savings Plan
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Employee Mortgage Loan Program and free access to an Axos Bank Account with Self-Directed Trading
About Axos
Born digital-first, Axos delivers financial tools and services that allow individuals, small businesses, and companies to access and manage their money how, when, and where they want. We’re a diverse team of dynamic, insightful, and independent innovators who are excited to provide technology-driven solutions that offer unbeatable value to our customers.
Axos Financial is our holding company and is publicly traded on the New York Stock Exchange under the symbol "AX" (NYSE: AX).
Learn more about working at Axos
Pre-Employment Background Check and Drug Test:
All offers are contingent upon the candidate successfully passing a credit check, criminal background check, and pre-employment drug screening, which includes screening for marijuana. Axos Bank is a federally regulated banking institution. At the federal level, marijuana is an illegal schedule 1 drug; therefore, we will not employ any person who tests positive for marijuana, regardless of state legalization.
Equal Employment Opportunity:
Axos is an Equal Opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, religious creed, color, sex (including pregnancy, breast feeding and related medical conditions), gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship status, military and veteran status, marital status, age, protected medical condition, genetic information, physical disability, mental disability, or any other protected status in accordance with all applicable federal, state, and local laws.
Job Functions and Work Environment:
While performing the duties of this position, the employee is required to sit for extended periods of time. Manual dexterity and coordination are required while operating standard office equipment such as computer keyboard and mouse, calculator, telephone, copiers, etc.
The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
What We Do
Axos is a technology-driven financial services company providing a diverse and ever-growing range of innovative products and services for personal, business and institutional clients nationwide.
Powered by exceptional team members, a clearly defined set of values and a culture that is both meritocratic and self-governing, we are transforming banking as we know it.
Our mission is summed up in two words: Banking Evolved.
Banking Evolved means providing products and services that are technologically superior to our competitors and that offer our customers an unbeatable value proposition.
Banking Evolved means continuously innovating and excelling in the following areas:
• The incubation, creation and deployment of new businesses and tools that best serve our customers;
• The evolution, optimization, delivery, distribution and marketing of our products;
• The harnessing of data and technology to manage our business most effectively and efficiently; and
• The development and engagement of our team members.
To be part of the Axos team is to live our values as your own, to work with a strong sense of individual purpose and to embody a commitment to the shared success of our business.
As a meritocracy, we believe that success is earned. We reward individuals on the basis of their achievements.
As a self-governing organization, we derive strength from the internal resourcefulness of each individual. We emphasize independence, goal-setting and personal accountability.
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