Workforce Management Administrator

At Community Financial System, Inc. (CFSI), we are dedicated to providing our customers with friendly, personalized, high-quality financial services and products. Our retail division, Community Bank, N.A., operates more than 200 customer facilities across Upstate New York, Northeastern Pennsylvania, Vermont and Western Massachusetts. Beyond retail banking, we also offer wealth management, investment management, insurance and risk management, and benefit plan administration.

Just as our employees are committed to helping our customers manage their finances, we're committed to our employees. After all, they make it happen for our customers every day.

To ensure our people can enjoy long and successful careers here at CFSI, we offer competitive compensation, great benefits, and professional development and advancement opportunities. As an equal-opportunity workplace and affirmative-action employer, we celebrate and support a diverse workplace for the benefit of all: our employees, customers and communities.

Responsible for the day to day management of staff schedules including but not limited to absenteeism, time off request and meeting request. Additional responsibilities include assisting customers when needed and monitoring live and recorded calls for trends and coaching opportunities.

Essential Responsibilities:

• Maintain proficient knowledge of, and demonstrate ongoing compliance with all laws and regulations applicable to this position. Ensure ongoing adherence to pertinent policies, procedures, and internal controls, and meet all job-specific training requirements in a timely fashion.
• Manage daily agent schedules, including but not limited to, scheduling of PTO, meetings, break and lunch segments in accordance with department procedures to ensure consistent and appropriate coverage.
• Monitor staff availability and provide feedback to leadership (daily/weekly/monthly)
• Provide reporting of daily absenteeism and notifications for leadership
• Monitor live phone Queue/Agent status to minimize down time in accordance with department expectations.
• Ensure the timely and accurate delivery of reporting and other information as requested to leadership within the department
• Work with Leadership to uncover trends and needs within the Queue/Agent status performance in additional to call trends, call grading and monitoring.
• Provide input and feedback to department supervisors to promote procedural efficiencies.

Ancillary Duties:

As an integral member of the Customer Care Department, this position is also responsible to provide assistance wherever necessary to help the Customer Care Department and the Bank in achieving their annual goals.

Education, Training and Requirements:

• High school diploma or equivalent, experience in workforce management or a similar role preferred.
• All applicants must be 18 years of age or older.

Skills:

• Excellent customer service skills required.
• Proficient computer skills including Excel, Word, and other bank systems as needed.
• Ability to prioritize and work effectively under time constraints.
• Strong communication skills, attention to detail and problem-solving skills.

Experience:

• Working knowledge or ability to learn administrative systems: Avaya, Calabrio, Microsoft Office products and others as applicable.
• Banking and/or call center experience preferred.

Hours: 40 hours/week

Compensation: Commensurate with experience plus potential for annual merit increase. In addition to your competitive salary, you will be rewarded benefits including: 11 paid holidays, paid vacation, Medical, Vision & Dental insurance, 401K with generous match, Pension, Tuition Reimbursement, Banking discounts and the list goes on!

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may be required to stand, walk or sit. Use hands and fingers, handle or feel, reach with hands or arms, and speak and hear. The employee may occasionally be required to lift and or move up to 25 pounds. Specific vision abilities required by this job include close vision, and the ability to focus.

The Company is an Affirmative Action, Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation and gender identity), national origin, citizenship status, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state or local law.

The Company will make reasonable accommodations for qualified individuals with a disability. If you have a physical or mental impairment and would like to request an accommodation with respect to the application process, please contact the Human Resources Department.