Workforce Management Associate (REMOTE) Providence, United States of America The Workforce Management Associate performs a wide variety of workforce management and operational duties in support of consumer operations, specifically: to oversee the day-to-day call flow operations of the CSC, Collections, Santander Assist Line, SC, Fraud and Wires groups for both inbound and outbound activity. To monitor, direct, and analyze the daily activity of the contact centers. Produce and disseminate reports for senior management with consolidated data across multiple sites, functions, and systems. Build relationships with business partners, agents, and external service providers for service and support of our technology systems. Troubleshoot and escalate center technology issues for the groups mentioned above plus the SCC and PED. Incident escalation measures including triaging basic issues and escalating with proper urgency larger scale issues. Identify trends and make recommendations to improve productivity and service delivery. Provide ad hoc analytics and project work for performance improvement and planning scenarios. Analyze and report on agent adherence and productivity. Maintain multiple databases on staffing, contact center metrics, and systems. Monitor and test VRU availability as well as any new functionality. Activate high volume messaging triggers. Support lightboard, call recording, performance monitoring and dialer systems. **Responsibilities:** + Apprises manager of issues and problems relating to regulatory and compliance matters, documentation, and efficiency so corrective action can be taken. + Contributes to effective department workflow. Develops, documents, and implements departmental procedures and reports. + Coordinates and performs monthly, quarterly, and annual departmental reporting. + Develops, documents, and implements departmental procedures and reports. + Ensures effective and timely completion of special projects as assigned. + Reviews, audits, and provides quality control oversight of account data to ensure the accuracy of entered on the Bank's core account system. + Maintain the day-to-day operations of the business including monitoring of customer call patterns and Dialer management including start/stop campaigns and validate daily list loaded successfully + Provide in-depth analysis on the data gathered identifying trends, including call mix change and delivering anecdotal information about issues. Add to monthly summary reports + Monitor agent adherence to schedules and respond to staffing needs as dictated by call volume alert plans. Communicate and escalate performance impacting events + Troubleshoot technology issues from single user to site level problems. Escalate systems problems to the appropriate resources for timely resolution. + Build and design reports for senior management and corporate partners by gathering data from multiple sources. + Develop Operational skills by continuous learning and researching job related articles + Design, build & assist in training of real-time monitoring screens, configuration changes & maintenance to core systems (i.e., Genesys) + Assist call center staff’s effort to meet performance goals through providing technical & operational support. + Other duties as assigned or requested. **Qualifications:** + Bachelor's Degree; in Finance, Business or equivalent field, or equivalent work experience. + 3-5 years; Consumer operations experience, preferably in workforce management in a lending/banking or financial services environment. + Ability to deal with internal customers effectively. + Ability to develop and implement goals and objectives. + Ability to handle multiple tasks while maintaining strong attention to detail. + Ability to understand and explain call center metrics, such as AHT for example. + Ability to meet deadlines. + Basic knowledge of lending procedures and regulations. + Demonstrated ability to understand and interpret compliance regulations. + Knowledge of regulatory guidelines, specifically consumer. + Strong interpersonal skills (written and oral). + Strong organizational and analytical skills. + Thorough knowledge of a variety of software programs (particularly Excel, Word, and PowerPoint). + Minimal physical effort such as sitting, standing, and walking. **Competencies** + Addresses customer requests, ensures concerns are recorded accurately and action is initiated appropriately. + Makes extra effort to satisfy customer needs and meet commitments. + Assesses problem situations and initiates effective interventions that result in customer satisfaction. + Takes time to develop and maintain relationships with customers. + Communicates the importance and benefits of risk management to counterparts. + Displays natural skepticism and curiosity to question the status quo and uncover issues. + Adheres to a good root cause analysis process. + Creates a good working environment in the team; works towards shared goals contributing ideas and accepting change. + Provides assistance and coaches less experienced team members. + Executes risk management process and procedures without management direction, and demonstrates awareness of expected results. + Knows the relationship and impact of actions and results. + Has an understanding of regulations impacting area supported. + Organizes and prioritizes workload and tasks for oneself and team members. + Actively plans ahead for routine and cyclical work. + Sees through complexity and detail to get to the critical issues at hand. + Takes into account the wider context within which problems exist. + Uses information and data effectively to support a position and present a rational case. **Diversity & EEO Statements:** At Santander, we value and respect differences in our workforce. We actively encourage everyone to apply. Santander is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status or any other characteristic protected by law. **Working Conditions:** Frequent Minimal physical effort such as sitting, standing and walking. Occasional moving and lifting equipment and furniture is required to support onsite and offsite meeting setup and teardown. Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders. **Employer Rights:** The job description does not list all of the job duties of the job. You may be asked by your supervisors or managers to perform other duties. You may be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment and either you or the employer may terminate at any time for any reason. **Primary Location:** Providence, RI, Providence **Other Locations:** Rhode Island-Providence,Ohio-Columbus,North Carolina-Raleigh,Michigan-Lansing,Maryland-Annapolis,Virginia-Richmond,Iowa-Des Moines,Nevada-Carson City,New Hampshire-Concord,Alabama-Montgomery,Texas-Austin,South Carolina-Columbia,Vermont-Montpelier,New Jersey-Trenton,Montana-Helena,Nebraska-Lincoln,Arizona-Phoenix,West Virginia-Charleston,New York-Albany,Wisconsin-Madison,Colorado-Denver,Wyoming-Cheyenne,Indiana-Indianapolis,Missouri-Jefferson City,Georgia-Atlanta,Connecticut-Hartford,Oklahoma-Oklahoma City,Massachusetts-Boston,Illinois-Springfield,Utah-Salt Lake City,Mississippi-Jackson,Florida-Tallahassee,Delaware-Dover,Washington-Olympia,Maine-Augusta,New Mexico-Santa Fe,South Dakota-Pierre,Arkansas-Little Rock,Pennsylvania-Harrisburg,Tennessee-Nashville,North Dakota-Bismarck,Kentucky-Frankfort,Idaho-Boise,Minnesota-St Paul,Oregon-Salem,Louisiana-Baton Rouge,District of Columbia-Washington,Kansas-Topeka **Organization:** Santander Consumer USA Inc. Salary: $73,125 - $117,500/year AN EQUAL OPPORTUNITY EMPLOYER M/F/Vet/Disabled/SO