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Job Description

Are you curious, motivated, and forward-thinking? At FIS you'll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

About the team

Responsible for queue, skill and profile management, identifying resource gaps and pro-actively adjusting staffing in line with volumes and any additional anomalies to plan across multiple LOBs.

NOTE: Preferred work location Cincinnati OH.

What you will be doing

Deliver root cause analysis, identifying SL misses via data extracted from both ININ, Verint WFM and Forecasted Performance Heatmaps.

General Duties and Responsibilities:

• Interpret and communicate data to Senior Leadership detailing issues impacting performance
• Provide effective Stakeholder communication both within and outside the WFP Team. Especially when engaging Operational stakeholders on specific adherence issues, recommendations for improved performance
• Interpret and communicate data to Senior Leadership detailing issues impacting performance including (not exclusive to) a shift in call arrival, schedule expectations, system incidents and productivity/adherence that could impact customer experience.
• Co-ordinate all emerging Issues, gathering operational feedback, attending technical bridge calls and ensuring Incident Management are engaged according to priority levels

Education Requirements:

High School Diploma or GED. Bachelor's degree or the equivalent combination of education, training, or work experience.

General knowledge, skills and abilities

• Deliver root cause analysis.
• Host and lead daily operational performance call, reviewing previous days performance and stating day ahead performance expectations.
• Demonstrate where and how they make decisions on a daily basis that impact the business

Preferred Qualifications

• Ability to deliver root cause analysis.
• Ability to work well both individually and part of a team, supporting colleagues where required to meet deadlines
• Ability to use initiative, have confidence in decision making and accept feedback as relevant.
• Ability to work well both individually and part of a team, supporting colleagues where required to meet deadlines
• Ability to use initiative, have confidence in decision making and accept feedback as relevant

What we offer you

* A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities

* A wide range of professional education and personal development possibilities - FIS is your final career step!

* A competitive salary and benefits

* A variety of career development tools, resources, and opportunities

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Vaccination Requirements

Notice to all US applicants: All employees must be fully vaccinated against COVID-19. Individuals with a disability (including a medical condition) or sincerely held religious beliefs or practices that prevent them from getting the vaccine may request an exemption from the vaccine requirement.

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the .

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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