WFM Real Time Operations Lead

Huntington National Bank

. Lead day-to-day real-time workforce management activities across all supported business lines .

Posted 10/6/2026full-timeUnited StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in real-time workforce management, including staffing decisions, performance analysis, and mentoring junior staff. Proficient in utilizing data-driven insights to enhance service levels and operational efficiency within call center environments.

Highest-signal resume keywords

Workforce Management ExperienceAdvanced Excel ProficiencyCall Center KPIs KnowledgeLeadership and MentoringData Analysis and Interpretation

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Workforce ManagementData AnalysisPerformance MonitoringStaffing DecisionsCall Volume AnalysisOccupancy Variance AnalysisContinuous Improvement IdentificationSchedule Adherence ManagementReal-Time MonitoringForecasting

Soft Skills

Analytical SkillsAttention to DetailCollaborationCommunication SkillsOrganizational Skills

Tools & Technologies

MS Office SuiteExcelPower BITableau

Certifications & Qualifications

CCWPCOPC

Industry Keywords

Call Center OperationsService LevelAverage Handle TimeAverage Speed of AnswerOccupancyIntraday Performance TrendsStaffing LevelsQueue PerformanceEmployee UtilizationBusiness Objectives

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

Lead day-to-day real-time workforce management activities across all supported business lines
Monitor service levels, queue performance, occupancy, staffing levels, and schedule adherence throughout the day
Make real-time staffing decisions balancing customer experience, employee utilization, and business objectives
Coordinate intraday staffing adjustments, including overtime, voluntary time off, off-phone activities, meetings, training, and schedule changes
Analyze intraday performance trends and compare actual results against forecasted expectations
Identify emerging risks to service-level attainment and recommend mitigation strategies
Perform interval-level analysis of call volume, handle time, staffing, and occupancy variances
Serve as the primary escalation point for Operations leaders regarding staffing and service-level concerns
Ensure workforce actions are aligned across all lines of business
Mentor and train junior workforce management staff, sharing expertise and best practices
Present reports, updates, insights, and recommendations to senior management
Partner with and provide guidance and support to Workforce Planners, Coordinators, and Specialists in scheduling, real-time monitoring, and adherence management
Perform other duties as assigned

Requirements

What you’ll need

Bachelor’s degree or at least 5 years of related experience
3+ years of WFM experience
Advanced knowledge of MS Office applications, especially Excel
Knowledge of call center KPIs and metrics, including service level, average handle time, average speed of answer, and occupancy
Strong analytical skills and ability to interpret data, identify trends, and make data-driven recommendations
Proven leadership experience, including supervising or mentoring a team
Excellent written and verbal communication skills
Strong attention to detail and ability to work collaboratively with call center leadership and colleagues
Certification in workforce management or call center operations, such as CCWP, COPC, or equivalent
Experience with visualization tools such as Power BI and Tableau
Ability to multitask and work in a fast-paced environment
Strong organizational skills
Ability to identify continuous improvement opportunities and solutions
Strong proficiency with Microsoft Office Suite
Applicants must be currently authorized to work in the United States on a full-time basis
Huntington will not sponsor applicants for immigration benefits

Benefits

Comp & perks

Flexible work arrangement may be available for certain positions outside the branch network, combining in-office and work-from-home
Opportunity for remote roles to come together in offices for moments that matter
Equal Opportunity Employer