Description
First Horizon Bank Operations is hiring an on-site Customer Experience Analyst / Workforce Management Specialist to forecast and schedule contact-center staff, monitor agent activity and adherence, analyze call-volume and performance trends, prepare staffing and cost reports, and recommend workforce and operational improvements. The role requires at least two years of Workforce Management experience, familiarity with scheduling and reporting software such as NICE or Calabrio, strong analytical and forecasting skills, and the ability to work flexible day or evening hours.
