Santander is seeking a Real Time Support Specialist-Workforce Management to oversee the day-to-day call flow operations across multiple contact center groups. In this role, you will be responsible for monitoring real-time adherence, analyzing performance data, and making adjustments to optimize staffing and service delivery. You will join a team committed to continuous learning and proactive risk management.

What You'll Do

Oversee day-to-day call flow operations for CSC, Collections, Santander Assist Line, SC, Fraud, and Wires groups.
Monitor, direct, and analyze daily contact center activity.
Produce and disseminate consolidated reports for senior management across multiple sites and systems.
Build relationships with business partners, agents, and external service providers for system support.
Troubleshoot and escalate center technology issues.
Identify trends and make recommendations to improve productivity and service delivery.
Provide ad hoc analytics and project work for performance improvement and planning.
Analyze and report on agent adherence and productivity.
Maintain multiple databases on staffing, metrics, and systems.
Monitor and test VRU availability and new functionality.
Activate high volume messaging triggers.
Support lightboard, call recording, performance monitoring, and dialer systems.
Utilize workforce management tools to monitor real-time adherence to schedules and SLAs.
Identify and address deviations from planned staffing levels and service targets.
Make real-time adjustments to staffing allocations to optimize resource utilization.
Proactively anticipate and respond to fluctuations in contact volume and staffing requirements.
Coordinate with operations and support teams to implement intraday schedule adjustments.
Communicate effectively with team members and stakeholders to ensure seamless execution of changes.
Analyze real-time performance metrics (AHT, occupancy, adherence) to identify trends and areas for improvement.
Generate and distribute real-time and daily performance reports to key stakeholders.
Provide insights and recommendations based on data analysis to drive operational efficiency.
Act as a point of contact for escalations related to real-time staffing issues, system failures, or operational disruptions.
Collaborate with management and support teams to resolve issues promptly and minimize impact.

What We're Looking For

Bachelor's Degree or equivalent work experience in Finance, Business, or an equivalent field.
2+ years of experience performing WFM functions (specifically scheduling and RTA) in a contact center environment.
Strong knowledge and experience with workforce management software (Aspect or Genesys preferred) and telephony systems (e.g., ACD, IVR).
Good working knowledge of Excel and ability to organize/analyze data in a structured manner.
Focused, self-motivated, and reliable with ability to stay focused on a task and work independently.
Ability to build rapport and trust with teams cross-functionally and across all levels.
Possesses a positive attitude with excellent interpersonal skills and ability to interact and build solid working relationships.
Ability to work in a team environment and adapt to changing workload and circumstances effectively as well as respond to new information quickly.
Knowledge of the financial services regulatory environment.

Nice to Have

Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.

Technical Stack

Workforce management software (Aspect or Genesys preferred)
Telephony systems (Automatic Call Distributors, IVR systems)
Excel
Lightboard systems
Call recording systems
Performance monitoring systems
Dialer systems

Team & Environment

You will work with multiple contact center groups (CSC, Collections, Santander Assist Line, SC, Fraud, Wires, SCC, PED).

Benefits & Compensation

Annual base pay range: $36,000.00 - $58,000.00 USD
Focus on fostering an enriching journey that empowers employees to explore diverse career opportunities while nurturing personal growth.
Committed to creating an environment where continuous learning and development are prioritized.
Culture of engagement and commitment to employee success.
Value and respect differences in our workforce.
Embrace a strong risk culture where all professionals are expected to take a proactive and responsible approach toward risk management.

Work Mode

This role follows a local-country work mode and is located in the United States of America.

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.