Branch Workforce Management Lead

Description

As a part of our team, you’re made ready for a fulfilling career with exciting new challenges and opportunities to stretch yourself! As the Branch Workforce Management Lead, you will be responsible for leading the development of Citizens retail staffing models, working with specialized tools and software to evaluate, recommend, and support the implementation of branch staffing. You will also identify and compile data sets using a variety of tools to help improve and measure the success and effectiveness of staffing models.

Additionally, while in this role, you will work directly with the Retail Leadership team to ideate strategies, analyze scenarios, and implement changes as business needs evolve. Most importantly, you’ll feel valued for who you are and supported to achieve what’s important to you, personally and professionally!

• Lead the development of Citizens retail staffing models across the branch network, leveraging Workforce Management Software to determine optimal branch staffing across sales and service functions
• Manage routine FTE forecasting. Conduct scenario planning and analysis to interpret trends and variances.
• Collect data on branch staffing statistics to make recommendations on improving workforce efficiency and operations.
• Build business requirements, execute projects and derive business insights.
• Execute changes in staffing targets for business partners and reporting.
• Work with finance partners to ensure financial objectives related to staffing are being met.
• Communicate and consume cross‑functional insights and analysis results to Leadership through reports and presentations. Ensure analytics solution meets the business requirements.
• Work with business owners to translate business activities and objectives into parameters for analytical models.
• Collaborate with team members to understand, communicate, and implement analytics and process best practices.
• Identify opportunities for process optimization.
• Conduct ad‑hoc analysis on retail performance (staffing, sales) using basic tools as needed (e.g. Excel).
• Work with functions to conduct scenario planning and analysis, and interpret trends and variances.
• Ability to work independently and as a member of a team.
• Ability to coordinate multiple projects and meet deadlines.

• 5+ years of relevant work experience; administrative support of Retail branches preferred
• Bachelor’s degree or equivalent experience
• Knowledge of Verint Workforce Management software required
• MS Office, including intermediate level of PowerPoint and Excel
• Strong communication skills
• Strong attention to detail
• Strong analytical skills; ability to analyze data and identify trends
• Strong research and problem‑solving skills
• Process improvement mindset

• Hours per Week: 40
• Work Schedule:
  
  Monday - Friday, 8:00 am – 5:00 pm

Role is onsite 4 days/week in a Citizens hub office location.

The salary range for this position is $115,000 to $130,000 per year, plus an opportunity to earn additional incentive earnings. Actual pay is based on various factors including but not limited to the work location, and relevant skills and experience.

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time‑away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit

Some job boards have started using jobseeker‑reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic…