Job Introduction
If you’re looking for a career in workforce management with the flexibility of remote work, the Workforce Management Analyst role at Santander Consumer USA is an excellent opportunity. This position plays a key role in capacity planning, forecasting, scheduling, and optimizing call routing to improve the efficiency of customer care operations.
With a competitive salary, excellent benefits, and career growth opportunities, this role is ideal for professionals with expertise in workforce management, data analysis, and call center operations.
In this blog post, we’ll cover job responsibilities, qualifications, benefits, key success tips, FAQs, and interview preparation tips to help you apply successfully.
Table of Contents
Job Summary
| Job Title | Workforce Management Analyst (100% Remote) |
|---|---|
| Location | Remote (USA) |
| Company | Santander Consumer USA |
| Job Type | Full-Time |
| Reports To | Workforce Management Leadership |
| Salary Range | $73,125 – $117,500 per year |
| Experience Required | 5+ years of Workforce Management or Capacity Planning experience |
| Education Required | Bachelor’s degree in Business, Finance, or related field |
| Travel Requirements | Minimal |
| Benefits | Medical, Dental, Vision, 401K, PTO, Career Growth, and more |
Responsibilities
As a Workforce Management Analyst, you will be tasked with forecasting, and optimizing the operations of customer service. Here’s what the role includes:
Workforce Planning & Scheduling
Forecast and plan capacity needs for customer care operations.
Allocate appropriate resources to meet service levels and efficiency goals.
Develop and manage staffing plans and schedules.
Data Analysis & Process Improvement
Analyze workforce data to identify patterns and suggest improvements.
Optimize contact center staffing through process improvement.
Provide oversight for workforce-related projects.
Collaboration & Reporting
Work with multiple business partners to improve operational efficiency.
Ensure accuracy in workforce management reporting.
Manage agent skill assignments for optimal call routing.
Required Qualifications & Skills
Technical & Workforce Management Skills
A Bachelor’s degree in Business Administration or a related field is required.
Over five years of experience in Workforce Management or Capacity Planning.
Expert knowledge of workforce management software (e.g., IEX, Aspect eWFM, Verint, Genesys).
In-depth understanding of call routing technology on Avaya or Cisco platforms.Experience in planning for future needs, predicting call volumes, and monitoring operations in real-time.
Soft Skills & Competencies
Strong analytical and problem-solving skills.
Excellent communication and collaboration abilities.
Ability to manage multiple workforce-related projects.
Experience coaching and improving team performance.
Preferred Skills & Experience
Experience in a global multi-site center environment.
Knowledge of SQL and data mining for workforce analytics.
Six Sigma or PMP certification (a plus).
Experience with BPO or third-party outsourcing.
Salary Benefits
Santander Consumer USA offers a comprehensive benefits package to support employees’ well-being and career growth.
Competitive Salary: Earn between $73,125 – $117,500 per year.
Medical, Dental, and Vision Insurance: Comprehensive healthcare coverage.
401K Plan: Secure your future.
Paid Time Off (PTO): Generous vacation and personal leave.
Career Growth & Development Programs: Training and certification opportunities.
Diversity & Inclusion: Work in a supportive and inclusive environment.
Tips for a Successful Interview
- Research Santander Consumer USA
- Understand the company’s customer care operations and workforce management strategies.
- Demonstrate Your Workforce Management Expertise
- Be prepared to discuss forecasting, scheduling, and call routing experience.
- Showcase Data Analysis & Problem-Solving Skills
- Provide Some examples of how you’ve used data to optimize staffing and enhance efficiency.
- Prepare for Technical Questions
- Expect questions on workforce software (e.g., IEX, Verint) and call center technology (Avaya, Cisco).
- Ask Insightful Questions
- Show interest by asking about workforce strategies, career growth, and team collaboration.
How to Apply
By joining Santander Consumer USA, you’ll be part of a company that values innovation, diversity, and workforce efficiency. Don’t miss this opportunity.
Frequently Asked Questions (FAQs)
1. What does a Workforce Management Analyst do?
A Workforce Management Analyst is responsible for forecasting, scheduling, and optimizing call center staffing to improve service levels and efficiency.
2. Is this a fully remote position?
Yes, this position is 100% remote but may require occasional meetings or minimal travel.
3. What experience is required for this role?
Candidates should have 5+ years of workforce management experience, preferably in a multi-site or global center environment.
4. What workforce management tools should I be familiar with?
You should have experience with Genesys, Verint, IEX, Aspect eWFM, Avaya, or Cisco call routing platforms.
5. How can I apply for this job?
You can apply by visiting Santander Consumer USA’s official career page and searching for “Workforce Management Analyst (Remote)”.