Posted on 02-27-2012
Company: SunTrust
Title: Workforce Management Strategic Planner

Job Title: 
Business Project Manager w/o Staff – 
WorkForce Management Strategic Planner
Date: October 20, 2011
Line of Business or Function:  STOLI Workforce Management
SUMMARY: (Why does this job exist)
Creates staffing plans for 13 Lines of Business within STOLI, Banking Operations – Help Line and Mortgage totaling 20 million annual contacts.  Provides high-level staffing recommendations to outside staffing call center vendors like ACS that are utilized for staffing support. Drives initial financial plan and makes monthly staffing recommendations including ramp-up/ramp down modeling impacting 90% of the staffing budget within a $70 million budget. Ensures contact centers stay within staffing financial budget while ensuring service level objectives are consistently met. Works with STOLI Senior Leadership, Help Line Management, Mortgage Management and SunTrust Project Managers to ensure staff capacity modeling is utilized during the planning of company initiatives that drive client contact – ensuring minimal or no impact to client service levels. Coordinates with the Recruiting team monthly ensuring all departments are “right staff” and ensuring all requisitions are filled.

This position also directly impacts Operational Index of the Voice if the Client (ensuring clients are answered within expected service levels) and Voice of the Teammate (ensuring teammates do not feel overworked, impacting engagement)

Essential Functions


Responsibilities and Primary Activities


% of Time (%)
No less than 10% on any one

Creates full-year forecast requirements for staffing as well as monthly staffing models – supporting multiple STOLI call centers, Branch Helpline and Mortgage. Works with all groups to ensure all staffing modeling is within financial budget. Forecasts and validates forecasted KPI metrics (call volume, handle time, shrinkage, attrition) and staff requirements ensuring a +/- 5% accuracy. Works with STOLI Senior Leadership, Mortgage Management and Bank Operations Management to ensure Key Performance Indicators (KPI’s) are being met in each department as well as the sites.


As needed: complex analysis of trends and issues within departments and sites for STOLI Senior Leadership & Department Managers, Help Line Management and Mortgage Management.


Proactively recognizes opportunities to improve contact center efficiencies across sites through the analysis of historical and real-time contact center data. Independently seeks information regarding current call center trends.  Individual is an active participant in call center industry organizations; researching and developing new efficiencies to support industry changes impacting clients and agents within the SunTrust network.


Serves on multiple project teams assisting with the planning of companywide initiatives within STOLI, Help Line and Mortgage ensuring staffing capacity modeling is used. Also serves as point of contact for WFM team and project partners ensuring all initiatives are communicated and scheduled as needed minimizing impacts to client service levels.


Auditing of call center reports to ensure validity and integrity from the end users in STOLI, Help Line and Mortgage. Ensures accuracy of output from data sources IEX TotalView and Call Management System (CMS).




Span of Control (include # direct reports): Zero Directs


Decision-Making and Autonomy: Individual completes contact center staffing and efficiency recommendations for final review and approval by STOLI Senior Leadership team, Help Line Management and Mortgage Management.
Problem Complexity: This position requires a high level of problem complexity requiring high level of involvement in organizations within call center industry- utilizing peer groups to obtain industry knowledge.  This position also requires the research of benchmark studies for assistance in complex problem resolution.
Leadership / Influencing / Negotiating / Persuading: Presents recommendations & implementation plan for approval to STOLI Senior Leadership, Help Line Management and Mortgage Management to improve overall call center efficiencies.
Project or Program Management: Position most critical during financial and project planning to ensure proper staffing and service levels resulting in high client impact, high teammate engagement and high morale in the centers.
Nature and Area of Impact, including Risk: This position impacts 90% of staff budget (overall $70 million) through proper forecasting of staffing requirements and call center metrics.




Minimum Requirements

Knowledge, Education, Certification, Licenses
Required: Bachelors Degree or equivalent experience in a role of similar depth and scope
Preferred: Understanding of Contact Center performance metrics / measurements
Skills and Abilities
Required: Expert PC skills including Windows, Excel, Word, Access
Strong oral/written communication skills
Excellent follow-up skills and ability to meet aggressive deadlines
Preferred: Creative, results-oriented, solutions-oriented, and strategic thinker
Demonstrates strong negotiation, influencing and analytical skills
Required: Five plus years of experience working in a multi-site call center environment
Preferred: Three years experience utilizing IEX TTV or other Workforce Management systems for scheduling and forecasting


Other Essential Job Requirements and Working Conditions


Sitting / Standing / Walking / Bending / Lifting

Able to sit for extended periods of time and periodically move about during the work day.

Visual / Audio / Speaking
Able to access and interpret client information received from the computer and be able to hear and speak with individuals in person and on the phone

Manual Dexterity / Keyboarding

Able to work standard office equipment, including PC keyboard and mouse, copy/fax machines, and printers. 


Able to focus, interpret information logically to solve problems, and answer customers’ questions appropriately. 


Able to work all hours, as directed by manager/supervisor and required by business need. 


Able to participate in required company travel

Physical Conditions / Environment