Charles Schwab Workforce Analyst, Sr Specialist in Indianapolis, Indiana
The Workforce Planning Team is part of our Interaction Strategy & Support Organization. Members of this team are responsible for developing and gaining approval of business strategies that manage resources across all volume conditions to achieve service level goals, provide for staff development and minimize costs. Team members regularly build complex, interdependent action plans to match resources to forecasted requirements. These action plans occur from any point between the annual strategy phase and quarter hour incremental plans, coordinating across all necessary business partners to ensure execution. Workforce Planning plays the role of decision support, bridging the gap between call center dynamics and numeric forecasts to practical realities of running the business; recognizing gaps and opportunities, framing the situation in clear language and providing viable options with related implications in a timely and compelling manner. Once a decision is made, Workforce Planning is charged with leveraging partnerships across multiple areas to implement according to plan and escalate or course correct any deviations from plan.
What you’ll do:
The Workforce Planning Team interprets staffing requirements to provide strategic recommendations that best align our financial professionals to client demand. Specific areas of ownership for the team include; forecasting attrition and hiring needs, development of long standing schedule designs, use of natural movement within this structure, and development strategies that ensure ongoing training needs are met for our representatives while maintaining a consistent speed to answer for our clients. A strategic understanding of workforce management practices, interdependencies and the ability to communicate and develop this understanding successfully with multiple learning styles is a must. Establishing & maintaining positive relationships with peers and our internal business partners is of critical importance to being successful within the culture at Schwab. This person will need to be flexible and able to prioritize work effectively to meet specific deadlines and manage interruptions without risking the overall success of the team. The ability to tailor effective communications from the individual contributor to the SVP level is critical to success.
What you have:
Minimum of 3-5 years workforce management experience, including schedule design, building staff requirements based on capacity forecasts, and schedule alignment experience.
Committed to a culture that nurtures loyalty, identifies innovative solutions and drives improvement. Demonstrated the ability to influence, build consensus and engage others to reach desired future state of the business, along with proven ability to participate in a team dynamic that accelerates themselves and business partners through change.
Results and quality oriented with the ability to gather information interpret and evaluate it effectively.
Demonstrated ability to work effectively in a fast-paced team with the ability to quickly organize and manage multiple priorities and team dynamics.
Excellent interpersonal skills, including expert presentation and communication skills – both written and oral.
Strong process management, analytic and problem-solving skills.
Attention to detail is extremely important in this position.
Advanced proficiency with Microsoft Office products – Word, Excel, and PowerPoint.
Bachelor’s degree highly preferred.
Knowledge of both phone, chat, and e-mail contact channel staffing preferred Knowledge of Genesys (CME) and Workforce Management software is preferred.
A working knowledge of Schwab departments, products and services is a plus.
What you’ll get:
Everyday Wellness: Healthy Rewards, Onsite Fitness Classes, Healthy Choices, Wellness Champions
Financial Fitness: 401k Match, Employee Discounts, Personalized advice, Brokerage discounts
Work/Life Balance: Sabbatical, New Mothers returning to work Program, Tuition Reimbursement Programs, Time off to volunteer
Inclusion: Employee Resource Groups, Commitment to diversity, Strategic partnerships
Not just a job, but a career, with an opportunity to do the best work of your life
Learn more about Life@Schwab at http://www.aboutschwab.com/careers/lifeatschwab/%22 .
Charles Schwab & Co., Inc. is an equal opportunity and affirmative action employer committed to diversifying its workforce. It is Schwab's policy to provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, disability, legally protected medical condition, genetic information, marital status, sexual orientation, protected veteran status, military status, citizenship status or any other status that is protected by law.