Workforce Management Analyst-Call Center

Why Bank OZK

Founded on a legacy of more than 120 years in banking, Bank OZK is much more than just a company. We're nationally recognized as an industry leader in financial services. That means we combine exceptional service with innovative technologies to deliver smart solutions to our clients across the country. We're investing in small businesses, fueling economies in local communities and changing skylines in the largest cities across America. Here, we're not simply filling roles. We're fostering even greater careers.

The foundation for a great career starts with an exceptional team and a comprehensive benefits package. We believe in providing our dedicated team members with the best resources to support their physical, mental and financial wellbeing, including generous PTO, 401(k) matching, health, dental, vision (and pet!) insurance as well as special perks and discounts. Learn more about Bank OZK benefits.

Job Purpose & Scope

Responsible for optimizing workforce resources within the Call Center to ensure service level goals, operational efficiency, and customer experience objectives are achieved. This position forecasts contact volumes, develops staffing plans and schedules, monitors real-time performance, and provides data-driven recommendations to support business operations. Works closely with leadership to balance staffing needs, productivity, employee engagement, and service expectations.

Essential Job Functions

• Analyze historical call volume, seasonal trends, and business initiatives to forecast workload and staffing requirements.
• Develop and maintain workforce schedules that align staffing levels with projected service demands.
• Monitor real-time call center performance and make staffing adjustments to address fluctuations in call volume, absenteeism, and operational needs.
• Track schedule adherence, occupancy, shrinkage, and other workforce management metrics.
• Prepare scheduled reports detailing operational performance, staffing effectiveness, and service level attainment.
• Identify workforce trends and recommend process improvements to enhance efficiency, productivity, and employee satisfaction.
• Collaborate with Call Center leadership to address staffing challenges, scheduling conflicts, and resource allocation needs.
• Analyze key performance indicators (KPIs), including service level, average speed of answer, occupancy, adherence, abandonment rate, and customer experience metrics.
• Maintain workforce management systems and ensure scheduling data is accurate and current.
• Communicate schedule changes, staffing updates, and operational impacts to management and employees.
• Participate in special projects related to workforce optimization, process improvement, and operational effectiveness.

Knowledge, Skills & Abilities

• Knowledge of workforce management principles, scheduling methodologies, and call center operations.
• Knowledge of forecasting models and workforce planning techniques.
• Ability to analyze large data sets and identify meaningful trends and opportunities.
• Strong analytical, organizational, and problem-solving skills.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Ability to communicate effectively with all levels of the organization.
• Strong attention to detail and accuracy.
• Demonstrated strong proficiency in Microsoft Excel..
• Ability to work independently while collaborating effectively with cross-functional teams.
• Ability to utilize discretion and sound judgment in decision making and maintain confidentiality.

Basic Qualifications

• Bachelor's degree in Business, Finance, Operations Management, Statistics, Analytics, or a related field; or equivalent work experience required.
• 3+ years of experience in workforce management, scheduling, forecasting, call center operations or a related field required.
• Experience in using workforce management software and reporting tools preferred.

Job Expectations

Operate customary equipment and technology used in a business environment, with or without accommodation.

Note: This description is not an exhaustive list of all job functions, duties, skills, and job standards required. Other job functions, duties, skills, and standards may be added. Management reserves the right to add or change the job requirements at any time.

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EEO Statement

Bank OZK is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by federal, state, and local law. Member FDIC.