Real Time Support Specialist-Workforce Management

Real Time Support Specialist-Workforce Management

Country: United States of America

Your Journey Starts Here:

Santander is a global leader and innovator in the financial services industry. We believe that our employees are our greatest asset. Our focus is on fostering an enriching journey that empowers you to explore diverse career opportunities while nurturing your personal growth. We are committed to creating an environment where continuous learning and development are prioritized, enabling you to thrive both professionally and personally. Here, you will find ample opportunities to connect and collaborate with talented colleagues from around the world, sharing insights and driving innovation together. Join us at Santander, where you are supported by a culture of engagement and a commitment to your success.

An exciting journey awaits, if you are interested in exploring the possibilities We Want to Talk to You!

The Difference You Make:
The Real Time Support Specialist with emphasis in real-time adherence (RTA) and scheduling to join our team. performs a wide variety of service and operational duties in support of consumer operations, specifically: to oversee the day-to-day call flow operations of the CSC, Collections, Santander Assist Line, SC, Fraud and Wires groups for both inbound and outbound activity. To monitor, direct, and analyze the daily activity of the contact centers. Produce and disseminate reports for senior management with consolidated data across multiple sites, functions, and systems. Build relationships with business partners, agents, and external service providers for service and support of our technology systems. Troubleshoot and escalate center technology issues for the groups mentioned above plus the SCC and PED. Incident escalation measures including triaging basic issues and escalating with proper urgency larger scale issues. Identify trends and make recommendations to improve productivity and service delivery. Provide ad hoc analytics and project work for performance improvement and planning scenarios. Analyze and report on agent adherence and productivity. Maintain multiple databases on staffing, contact center metrics, and systems. Monitor and test VRU availability as well as any new functionality. Activate high volume messaging triggers. Support lightboard, call recording, performance monitoring and dialer systems.

• Utilize workforce management tools to monitor real-time adherence to schedules and service level agreements (SLAs).
• Identify and address any deviations from planned staffing levels and service targets.
• Make real-time adjustments to staffing allocations to optimize resource utilization and meet service goals.
• Proactively anticipate and respond to fluctuations in contact volume and staffing requirements throughout the day.
• Coordinate with operations and support teams to implement intraday schedule adjustments as needed.
• Communicate effectively with team members and stakeholders to ensure seamless execution of intraday changes.
• Analyze real-time performance metrics, such as average handle time (AHT), occupancy, and adherence, to identify trends and areas for improvement.
• Generate and distribute real-time and daily performance reports to key stakeholders.
• Provide insights and recommendations based on data analysis to drive operational efficiency and improve service delivery.
• Act as a point of contact for escalations related to real-time staffing issues, system failures, or other operational disruptions.
• Collaborate with management and support teams to resolve issues promptly and minimize impact on service delivery.

What You Bring:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Bachelor's Degree or equivalent work experience: Finance, Business or equivalent field. - Required.

2+ years of experience in performing WFM functions (specifically scheduling and RTA) in a contact center environment. Required

• Strong knowledge and experience with workforce management software (Aspect or Genesys preferred) and telephony systems (e.g., Automatic Call Distributors, IVR systems).

• Good working knowledge of Excel, and the ability to organize/analyze data in a structured manner.

• Focused, self-motivated, and reliable with the ability to stay focused on a task and work independently.

• Ability to build rapport and trust with teams cross-functionally and across all levels.

• Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build solid working relationships with all levels of the organization.

• Ability to work in a team environment and adapt to changing workload and circumstances effectively as well as respond to new information quickly.

• Knowledge of the financial services regulatory environment.

Certifications:
No Certifications listed for this job.

It Would Be Nice For You To Have:
Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.

What Else You Need To Know :

The base pay range for this position is posted below and represents the annualized salary range. For hourly positions (non-exempt), the annual range is based on a 40-hour work week. The exact compensation may vary based on skills, experience, training, licensure and certifications and location.

Base Pay Range

Minimum:

$36,000.00 USD

Maximum:

$58,000.00 USD

Link to Santander Benefits:

Risk Culture:

We embrace a strong risk culture and all of our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

EEO Statement:

At Santander, we value and respect differences in our workforce. We actively encourage everyone to apply. Santander is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status or any other characteristic protected by law.

Working Conditions :

Frequent minimal physical effort such as sitting, standing and walking is required for this role. Depending on location, occasional moving and lifting light equipment and/or furniture may be required .

Employer Rights:

This job description does not list all of the job duties of the job. You may be asked by your supervisors or managers to perform other duties. You may be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment and either you or the employer may terminate your employment at any time for any reason.

What To Do Next :

If this sounds like a role you are interested in, then please apply.

We are committed to providing an inclusive and accessible application process for all candidates. If you require any assistance or accommodation due to a disability or any other reason, please contact us at [email protected] to discuss your needs.

Primary Location: Austin, TX, REMOTE - Texas

Other Locations: Texas-Austin,Maryland-Annapolis,New Hampshire-Concord,New Jersey-Trenton,Arizona-Phoenix,Massachusetts-Boston,Maine-Augusta,Pennsylvania-Harrisburg,Rhode Island-Providence

Organization: Santander Bank N.A.