**Overview:** Assists in analyzing Contact Center patterns, including volumes, trends, attrition rates, and productivities. Utilizes the analysis to forecast Contact Center workload and builds a scheduling plan to meet business objectives. Focuses on adjustments to current schedules with real-time/near-term timeframes. **Primary Responsibilities:** + Create staffing forecasts utilizing pertinent scheduling software for all inbound call centers. + Maintain employee information and schedule preferences. + Review long-term forecasts for accuracy and reasonableness, distribute forecasted volumes and handle-times based on historical trends analysis. + Create schedules to fit with available resources, forecast staffing requirements. + Provide ad-hoc reporting as requested by management to assist in decision-making (reports are generally customized to the request and may include recommendations for management to consider). + Identify, analyze and interpret patterns or trends in call volume and Average Handle Time (AHT) data as well as employee shrinkage and productivity. + Manage long-term time off requests, including their resulting impact on staff scheduling, i.e. vacation, change requests. Complete long-term schedule adjustments. + Maintain and manage vacation bid/request bid process for multiple queues. + Communicate to management impacts of known events in the upcoming schedule sets. + Make recommendations for revisions to scheduling policies and procedures to improve staffing. + Provide assistance and coaching to agents in utilizing the employee interface to pertinent scheduling software. + Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management. + Promote an environment that supports diversity and reflects the M&T Bank brand. + Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable. + Complete other related duties as assigned. **Scope of Responsibilities:** This position is responsible for managing the future schedules for 1 to 2 inbound queues in the Contact Center, including reviewing and approving change requests. This requires the position to balance conflicting needs of ensuring proper staffing to ensure business objectives are met. It is important for the position to stay current on volume-impacting events affecting the Contact Center to make adjustments to future schedules and mitigate negative impacts to service level quality while seeking to minimize expense of under-utilized resources. To support this, the position interacts with various levels of Contact Center management to ensure proper priority is placed on service level management. **Education and Experience** **Required:** Bachelor’s degree with emphasis on Mathematics, Statistics, or Database, or in lieu of a degree a combined minimum of 4 years’ higher education and/or work experience Proven analytical skills Proven organizational skills Proven time management skills Proficiency with personal computers as well as familiarity with pertinent spreadsheet and database software Experience using tact and diplomacy in daily activities **Education and Experience Preferred:** Minimum of 2 years’ experience with workforce management software Experience creating and designing reports in pertinent spreadsheet software Experience creating and designing relational databases in pertinent database software Ability to complete detailed statistical analyses (regressions) Detail-oriented Ability to multi-task in a fast-paced environment **Physical Requirements:** Ability to sit for long periods of time, monitoring and watching multiple queues Ability to use a personal computer M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $20.94 - $34.91 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation. **Location** Williamsville, New York, United States of America M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.