8 hours

Workforce Manager (Bankoh Call Center, Kapolei)

Bank of Hawaii
Oahu, HI
  • Job Code

Workforce Manager (Bankoh Call Center, Kapolei)-1800257

Does this sound like you?
Want to make a difference in people’s day? Are you a customer service champion?  Do you thrive in an environment that leverages your abilities as a fast learner, good listener, and problem-solver?  Are you a self-starter, comfortable with ambiguity, and a forward thinker?  If you love challenges, relish complexity, and have moxie, consider applying your unique talents with a Hawaii banking leader – Bank of Hawaii.  Here you can be at the forefront of whatever you do. Welcome to your tomorrow!
A day in your life as a Workforce Manager
Under the direction of the Client Service Division Management this position is responsible to manage the forecast and workforce schedule to accurately plan and report on staffing needs and results required to support service and operations’ goals.  This position provides daily operational support for all staffing, planning and scheduling needs for all contact centers including the 24 X 7 Call Center.  Responsible for managing the resources required to meet the service level standards established by the Center. Develop a comprehensive scheduling model, using automated call distribution data to forecast call volume and generate Workforce schedules. Provide input to improve Call Center efficiency based on workforce management results.  In addition, this position is responsible for demonstrating the Excellence in Sales/Service (ESS) philosophy by participating and practicing ESS disciplines and behaviors and assisting in the business unit’s compliance with applicable laws, regulations, regulatory requirements and Bank policies and procedures, including but not limited to those related to Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act (as applicable).
We’ll give you these important responsibilities…
  • Develops volume forecasts, staffing assumptions, and resulting schedule requirements. Develops and executes scheduling and service level plan to drive results.  Maintains and modifies schedules based on attendance and attrition.  Creates and manages ‘On Call Schedule’.  Coordinates scheduling and adherence activities to ensure performance levels are met in the most cost-effective manner.  Supports scheduling of all agent activities inclusive of on/off call duties, training, meetings etc.  Approves all time off and shift swap requests made by the non-exempt staff.  Determines yearly, monthly, daily and intra-day workforce requirements for the entire Center. Utilizes scheduling software to determine the proper shift coverage by adjusting Center resources to accommodate changes in call volumes/service activity or resource availability. Gathers data to forecast staffing levels required based on call center statistics and marketing campaigns, system events, etc. working closely with Division Managers and other departments within the Bank as needed.  Tracks scheduling exceptions; analyzes actual vs. plan to evolve scheduling model.  Forecasts staffing level needs and makes recommendations to Manager for new hire classes.
  • Analyzes call volumes and statistics to ensure adherence to scheduling and service level metrics. Updates the leadership team the Division Manager on staffing issues, performance measures, and call statistics. Coordinates the development and implementation of personnel and operating policies and procedures as they affect scheduling.  Documents Root Cause Analysis and Action Plans and works closely with the Supervisors to achieve Center goals.  
  • Reports shrinkage and attendance data, adherence to schedule, staffing levels and other miscellaneous reports as needed.   Operates as a System Administrator for the Symposium and Aspect systems; developing reports and thresholds as needed as well as maintaining accurate applications, skillsets, user and agent information in the system.
  • Responsible for the management of all employees in the section including staffing, scheduling, compensation, performance management, training and development, succession planning and affirmative action to effectively utilize group and individual capabilities and enhance individual/group development and performance. Responsible for the timely and effective management of Human Resources forms and documents relevant to immediate staff.
  • Assists Call Center floor with day to day operations as needed.  Including but not limited to assisting call center representatives with difficult customer questions. 

…if you come to us with these qualifications…
  • High school diploma; G.E.D. or equivalent work experience
  • 5-7 years experience in customer service and/or sales
  • Prior call center experience is preferred
  • Experience in statistical modeling or staffing requirements
  • Two years supervisory and training experience
  • Demonstrated proficiency with personal computers and Microsoft applications (Outlook, Word, Excel and Power Point) or similar software
  • Knowledge of or ability to learn internal software and support systems
  • Ability to adapt to changing electronic environment
  • Demonstrated presentation/training skills and verbal communication including good voice quality, diction and articulation
  • Sales, marketing and service skills which meet Bank of Hawaii’s established standards 
  • Customer service skills including an ability to work well with the public and an ability to adopt a customer perspective
  • Strong oral and written communication skills
  • Strong problem-solving and decision-making capabilities
  • Able to multi-task, applying operational and project management skills
  • Position requires flexible hours in a 24x7 environment
  • Must be able to work evenings, weekends and holidays
  • Must be able to provide own transportation and ability to commute and arrive at intended destination in a timely manner and/or as required
Bank of Hawaii
In 1897, Bank of Hawaii was the first chartered and incorporated bank in the Republic of Hawaii. We’ve been here from territorial days, growing and changing with Hawaii. Today, we are the largest independent bank in Hawaii – a result of knowing our business and community, and always staying ahead of change. At Bank of Hawaii, we think of ourselves as forward thinking pace setters. We are constantly finding creative ways to deliver leading edge customer service.  Now, we’re embracing change with our new 21st century banking.
It’s our people who help us succeed in offering first class service and products to our customers.  As a member of the Bank of Hawaii community, you will be among the very best in your profession in an environment that places a high value on customer service, time management and teamwork.  People who are customer-focused, articulate, and who can quickly navigate through multiple computer screens can learn and grow with us in our Call Center environment.
All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of any legally protected classification including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status.  Bank of Hawaii takes affirmative action in support of its policy to advance in employment legally recognized individuals including minorities, women, protected veterans and individuals with disabilities.

Job Function Banking Sales/Services
Primary Location Hawaii-Oahu
Schedule Full-time
Job Posting Apr 6, 2018, 11:29:56 AM
Unposting Date Ongoing


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Workforce Manager (Bankoh Call Center, Kapolei)

Bank of Hawaii
Oahu, HI

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Bank of Hawaii
Oahu, hi

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