Staffing and Process Analyst I - Rockland Trust

At Rockland Trust, we believe each relationship matters. That means we are fully committed to creating a respectful and inclusive environment where everyone is given the chance to succeed.  We recognize that in competitive financial services markets, employees make the difference between an ordinary company and an excellent one. Employees come to Rockland Trust with different backgrounds and experiences. These differences together can result in greater creativity, better insights, and improved decision-making, all vital to Rockland Trust's success in the New England marketplace.

As a Staffing and Processing Analyst I, you will make important contributions to our success by accurately forecasting call volume and staffing needs, handling various reporting requirements, assisting in audit reviews, ensuring knowledge base resource is accurate, and providing floor support when asked.  You will also assist the director of the department in representing the CIC in large bank wide projects to help ensure we assist in meeting project deliverables in a timely and accurate manner.

The Staffing and Processing Analyst I has several positional responsibilities.  They include but are not limited to:

• Assist with call volume forecasts, staffing requirements and create schedules for the department
• Organize schedules and system onboarding of new hires and branch helpers
• Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
• Generate short and long-term staffing models including “what if “scenarios based on service level goals. AHT, etc. and provide recommendations based on analysis. 
• Complete reporting requirements within deadlines with respect to.
• Complete department level audit reviews and manage corporate audit documentation requests and response requirements
• Participate in projects for the CIC.  This includes the proper documentation of all meetings, processes and procedures updates or development, communication with other business partners and team on project progression as well as assessing training needs for the team.
• Work with CIC managers and team to identify and implement process improvement opportunities
• As necessary provide floor support and take calls when requested
• Assist Quality Assurance group with “incharge” duties as needed
• Complete all training requirements on time.
• Other duties as assigned by CIC management team

A Staffing and Processing Analyst I should have or exhibit the following characteristics and qualifications:

• 4 year college degree (or equivalent work experience preferred)
• Solid understanding of department and bank policies, and systems 
• Excellent communication, problem solving, and organizational/time management skills required
• Prior call center experience (minimum of two years)
• Individual must be team focused but can act as an individual contributor
• Proficient computer skills, use of Microsoft Office, and ability to navigate multiple systems without assistance.

Additional information:

• Shifts may include weekends and non-regular hours
• This position reports directly to CIC Manager