Job Summary

With moderate supervision, provides administrative and analytical support to the Operations Workforce Optimization (WFO) Team, with a focus on reporting and planning for back-office processing and email inventory management. Responsible for reviewing and reporting on processing/email service levels, aged items, and workload needs, and for assigning or scheduling staff to ensure timely completion of work. Works closely with the WFO Team and department leadership to mitigate adverse impacts to processing and email service levels, including making real-time tactical adjustments to daily plans and associate assignments. Also serves as backup support for real-time phone management and other WFO tasks as needed. Continuously identifies and recommends process improvements to optimize efficiency and enhance service delivery.

Essential Duties and Responsibilities

• Responsible for reviewing and reporting on processing/email service levels, aged items, and workload needs, and for assigning or scheduling staff to ensure timely completion of work.
• Works closely with the WFO Team and department leadership to mitigate adverse impacts to processing and email service levels, including making real-time tactical adjustments to daily plans and associate assignments.
• Serves as backup support for real-time phone management and other WFO tasks as needed.
• Continuously identifies and recommends process improvements to optimize efficiency and enhance service delivery.
• Daily every morning, pull and compile reports to provide a wholistic picture of processing and email inventory and service level performance – for example, volume by age, oldest items, turn-around times, and workload needs. As part of this daily analysis and reporting, include a plan and steps taken to address gaps (e.g., added more processing time to associates’ schedules).
• Continually monitor processing and email volumes and aged items throughout the day. Communicate with associates and leadership on real-time updates to mitigate negative impacts to turn-around times – for example, moving specific associates off the phones to process forms that are about breach service level.
• Track and provide feedback about observed trends and reoccurring challenges in ensuring that processing and email is being serviced in a timely fashion. Suggest potential solutions.
• Coordinate with the larger WFO Team and department leadership to balance wholistic impacts to overall service levels – i.e., make sure that the workforce is appropriate balanced across voice, chat, processing, and email challenges; ensure alignment on prioritization when needed (e.g., when processing is to be prioritized over phones).
• As needed, to provide support or cover WFO Team absences, step in to provide more wholistic real-time support across all WFO channels (voice, chat, processing, and email), independently adjusting workflows and resource allocations in response to volume fluctuations. Monitor schedule adherence and deliver real-time updates and trends to support departmental decision-making, coordinating directly with leadership and frontline associates. Process schedule change requests from department leadership, ensuring timely and accurate updates within workforce scheduling systems.
• Perform additional duties, special projects, and responsibilities as assigned.

Knowledge, Skills, and Abilities:

Knowledge

• Call center operations, including related workflows such as processing queues and email handling—preferably within a financial services environment.
• Workforce management practices, including familiarity with scheduling tools and software (experience with WFM software is a plus, especially IEX and NICE CXone).
• Microsoft 365 (specifically Outlook, Word, Excel, PowerPoint, and Copilot).

Abilities & Skills

• Quickly learn and adapt to new software applications.
• Ability to effectively use business intelligence and reporting applications to source data and then articulate findings.
• Apply analytical skills, particularly in workforce forecasting and operational trend analysis.
• Strong problem-solving, judgment, and critical thinking skills in dynamic operational environments.
• Sound decision-making skills when managing competing priorities across multiple stakeholders.
• Thrive in a fast-paced environment with rapidly shifting priorities.
• Maintain a high level of organization, with strong attention to detail and an emphasis on accuracy and timeliness.
• Systematically organize information and follow established procedures with precision.
• Work independently with minimal supervision, while also collaborating effectively within a team—even under pressure or while managing multiple tasks simultaneously.
• Communicate clearly and professionally, both verbally and in writing, with colleagues, leadership, and cross-functional teams.
• Minimum of an Associate's Degree is required
• Minimum of three (3) years of professional office experience, including at least one (1) year in a contact center environment.
• Workforce management experience is required

This is the pay range that Magnit reasonably expects to pay for this position: $20.56/hour - $27.41/hour

Benefits: Medical, Dental, Vision, 401K