WHAT YOU WILL BE DOING

With over 2.9 million customers and $64 billion in managed assets, Santander Consumer USA (NYSE: SC) is a full-service, technology-driven consumer finance company focused on vehicle finance and third-party servicing. Additionally, operating as Chrysler Capital we provide full-spectrum automotive finance for Chrysler Group dealers; direct-to-consumer lending solutions; plus fleet, lease, floorplan and business lending solutions. We are committed to providing excellent service to our customers, our people and our community by placing our Simple, Personal, and Fair values at the center of everything we do. Founded in 1995, SC is headquartered in Dallas, TX and currently has over 6,000 Associates across various locations. For more information visit http://www.santanderconsumerusa.com

We offer a comprehensive benefits package that includes medical, dental, vision and prescription drug coverage which you are eligible for on your date of hire. We also offer a minimum of 18 days of PTO (with additional days for professional development and volunteering), 11 paid holidays, tuition reimbursement, and a 401(k) plan with immediate company match of 100% of the amount you contribute, up to 6% of your eligible pay.

The Workforce Management Analyst, Interfaces and manages the capacity planning, forecasting, scheduling, real time monitoring, call routing for Santander Consumer Customer Care Centers. You will also serve as a primary point of contact for internal business partners. The analyst will also provide interval level staffing plans and the associated schedules to ensure service level attainment.

RESPONSIBILITIES:

• Identify critical trends in data, assess associated business impact, and optimize efficiency of C3 Operations through process improvement

• Collaborate with multiple business partners on an ongoing basis

• Provide oversight for simultaneous workforce related projects

• Allocates appropriate resources to all efforts and ensures initiatives are delivered on time

• Accountability for accuracy of all reporting and analysis completed in the department

• Optimizing contact center agent skilling for optimal call delivery in a multi-skill environment

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

REQUIREMENTS:

• Bachelors degree in business discipline (Finance, Management, etc.) or Math

• 5+ years of Workforce Management or Capacity Planning experience

• Experience in a global multi-site center.

• Expert level knowledge of workforce management software (IEX, Aspect eWFM, Verint/Blue Pumpkin or Genesys)

• Advanced level knowledge of call routing process and technology on Avaya or Cisco platform

• Ability to demonstrate advanced level understanding of all workforce concepts including capacity planning, short term forecasting, scheduling, real time monitoring, and contact center routing

• Demonstrated ability to coach to results and improve performance and behavior of direct reports

• Proven experience providing project and change management for multiple, simultaneous department and cross-functional projects

• Demonstrated ability to synthesize quantitative data into easy to understand and actionable recommendations through a consulting mindset

• Expert level knowledge of Microsoft PowerPoint and Excel

Education: Bachelor's Degree or equivalent work experience

PREFERRED EXPERIENCE:

• Experience in developing and delivering capacity plans for third party partners. (workforce)

• Experience in managing third party partner relationships. (workforce)

• Experience creating and/or managing top down and bottoms up budgeting models.

• Intermediate level SQL and data mining skills to include ability to write and edit queries. Understanding of database relationship/or database management.

• Experience with BPO or Third party outsourcing.

• Six Sigma certification. (green, yellow, or black belt)

• Project management certification. (PMP)

Skills and Abilities:

• Ability to consult, build, and maintain solid working relationships in and outside of immediate department.

• Ability to determine and report priorities/metrics to senior management.

• Ability to manage multiple small to medium sized projects simultaneously.

• Ability to research, analyze, document, and present organizational metrics that drive business decisions.

• Ability to work and influence successfully within a matrix environment and build effective business partnerships with all levels of team members.

• Advanced Microsoft Office (Word, Excel, Outlook and PowerPoint) skills.

• Excellent verbal, written, and interpersonal communication skills.

Diversity & EEO Statements: At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. 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: Employer Rights: This 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: Mesa, AZ, Mesa

Other Locations: Arizona-Mesa,Florida-Odessa,Texas-North Richland Hills

Organization: Santander Consumer USA Inc.