Call Center Workforce Management Analyst Jobs (NOW HIRING)

Do you want your voice heard and your actions to count?

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 7th largest financial group in the world. Across the globe, we’re 120,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, building long-term relationships, serving society, and fostering shared and sustainable growth for a better world.

With a vision to be the world’s most trusted financial group, it’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. This means investing in talent, technologies, and tools that empower you to own your career.

Join MUFG, where being inspired is expected and making a meaningful impact is rewarded.

The selected colleague will work at an MUFG office or client sites four days per week and work remotely one day. A member of our recruitment team will provide more details.

The Workforce Management, Analyst within the Internal Audit function is responsible for supporting independent, objective assurance and consulting activities designed to evaluate and assess the effectiveness of the Bank’s governance, risk management and control processes. This role includes, but is not limited to, supporting general audit administration activities across the organization, as assigned. 

Major Responsibilities: 

• Maintain compliance with audit methodology, while also operating within industry best practices, applicable regulations, and internal and external professional practice expectations.

• Build relationships with peers and clients within organization and exhibit a high standard of performance and professional conduct that will create a culture of integrity and inclusion; where all individual and departmental choices are rooted in good judgment and support MUFG's Principal of Ethics and Conduct.

• Operate with an innovative and flexible mindset by continuously identifying ways to enhance consistency, efficiency, quality and/or value.

• Demonstrate professional skepticism and personal accountability.

• Develop and maintain accurate workforce forecasts and plans to ensure adequate staffing levels and skillsets. Perform analysis using predictive modeling and statistical techniques to support decision-making processes. Conduct capacity planning to meet fluctuating demands and maintain service levels.

• Monitor real-time operations to ensure service level targets are met. Provide direction and performance updates to the team to maintain workflow and operational efficiency.

• Generate and deliver regular reports on forecast accuracy and key performance indicators. Analyze historical data to identify trends and make continuous improvements.

• Work closely with various internal teams, including operations, finance, and HR, to align workforce management strategies with organizational goals. Act as a subject-matter expert on workforce optimization issues.

• Identify opportunities for process improvements and recommend changes to enhance efficiency and effectiveness.

• Lead or participate in workforce management-related projects and initiatives, including skills management.

• Complete work on a timely basis and deliver work products that meet objectives and standards of methodology, applicable standards and regulatory requirements.

Education, Licensure, Year of Experience (and type of work experience):

• A Bachelor’s degree, preferably in Accounting, Finance, Business Administration or related business discipline at an accredited college or university

Skills and Experience:

• One to three years and/or equivalent of experience of internal audit and/or equivalent of experience with the financial services industry, related markets, and related regulatory agencies. 

• Experience preferred in audit area of coverage or equivalent. 

• Exhibits effective communication (both verbal and written), negotiation and presentation skills; strong interpersonal skills; and ability to engage with all levels of internal audit and business line management.

• Strong analytical and problem-solving skills.

• Employs critical thinking skills to identify pragmatic recommendations within an evolving and increasingly complex regulatory and risk management environment.

• Proficiency in technology as required for assigned areas (MS Office, audit data analytics, etc.).

• Ability to travel may be required.

The typical base pay range for this role is between $81K - $95K depending on job-related knowledge, skills, experience and location. This role may also be eligible for certain discretionary performance-based bonus and/or incentive compensation. Additionally, our Total Rewards program provides colleagues with a competitive benefits package (in accordance with the eligibility requirements and respective terms of each) that includes comprehensive health and wellness benefits, retirement plans, educational assistance and training programs, income replacement for qualified employees with disabilities, paid maternity and parental bonding leave, and paid vacation, sick days, and holidays. For more information on our Total Rewards package, please click the link below.

MUFG Benefits Summary

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified. We are proud to be an Equal Opportunity Employer and committed to leveraging the diverse backgrounds, perspectives and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate on the basis of race, color, national origin, religion, gender expression, gender identity, sex, age, ancestry, marital status, protected veteran and military status, disability, medical condition, sexual orientation, genetic information, or any other status of an individual or that individual’s associates or relatives that is protected under applicable federal, state, or local law.