Job description
Under the direction of the Manager, this position is responsible for managing workforce management tasks including analyzing agent performance; overseeing and monitoring schedule adherence; preparing and distributing operational reports and monitoring key performance indicator metrics. This position will support continuous improvement efforts as well as operational leadership to ensure the Bankoh Care Team’s service level metrics and business goals are met. This position is highly collaborative and consultative, and works closely with the Workforce Planning Manager. Assists in business unit’s compliance with applicable laws, regulations, regulatory requirements and Bank policies and procedures, including by not limited to those related to Fair Banking, Anti-Money Laundering laws and regulations, Bank Secrecy Actand USA PATRIOT Act.
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