"Republic Bank believes in the development and advancement of our associates. We offer the opportunity to learn all aspects of the company to prepare for future advancement. Come join our team for a career, not just a job!"
Grade 9
About Republic Bank
Republic Bank's values are built upon making an IMPACT for our clients, our associates and the communities we serve. (IMPACT stands for Innovate for the Future, Make it Easy, Provide Exceptional Service, Acknowledge & Celebrate Success, Commit to Caring and Thrive Together) The associates of Republic Bank are the key to our success as an organization and we value our associates. It's one of the reasons we've been named as one of the Best Places to Work in Kentucky for ten years! For more information about the company, please visit www.republicbank.com.
POSITION PURPOSE AND OBJECTIVES
This role is responsible for optimizing staffing, scheduling, and performance analytics to ensure the contact center operates efficiently while delivering an exceptional client experience. This role manages all aspects of workforce management, including forecasting, scheduling, and real-time analysis, as well as ownership of the bank's client feedback programs (CSAT and FCR surveys). The position provides data-driven insights that guide staffing decisions, improve service levels, and enhance client retention strategies.
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
MINIMUM QUALIFICATIONS
* Minimum 3 years of experience in contact center operations, workforce management, or analytics preferred.
* Minimum of 3 years client service experience required.
* Prior successful completion of Contact Center Career Progression program preferred.
* Excellent communication and cross-functional collaboration skills.
* Proficient in Microsoft Office Products and internet applications.
* Tech savvy with knowledge of relevant Contact Center solutions and equipment required.
ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES
Description - % of Time Spent
Planning, Forecasting & Scheduling - 40%
* Develop and maintain short- and long-term forecasts for call volume, staffing, and shrinkage across all contact center channels.
* Create optimized agent schedules that align with service-level targets, adherence goals, and business needs.
* Monitor real-time activity in WFM tools to adjust staffing, breaks, and assignments for optimal coverage.
* Collaborate with Leadership to align staffing plans with training, meetings, and system updates.
* Make out-bound calls to clients as needed.
Analysis, Reporting & Insights - 30%
* Analyze historical data to identify trends in call patterns, handle time, occupancy, and adherence.
* Create and distribute regular reports and dashboards summarizing survey results, root cause analysis, and retention insights.
* Prepare daily, weekly, and monthly reports on staffing efficiency, adherence, CSAT, and FCR.
Customer Experience, Quality & Continuous Improvement - 30%
* Monitor, and manage all contact center survey programs, including Customer Satisfaction (CSAT) and First Contact Resolution (FCR).
* Collect, analyze, and interpret survey data to identify trends, strengths, and areas for improvement.
* Partner with Supervisors and QA to correlate survey results with agent performance and coaching opportunities.
* Recommend strategies to improve satisfaction, reduce repeat callers, and increase client loyalty.
* Identify process gaps impacting staffing efficiency or client satisfaction and propose actionable solutions.
* Maintain a working knowledge of compliance requirements affecting your position and area of responsibilities and actively learn new regulations and assist in the implementation, if required.
* Model and foster behaviors that support the Bank's values and corporate culture creating an atmosphere of trust, cooperation, accountability, and dedication to the organization.
* Willingly perform all other duties and projects as assigned.
INTERPERSONAL SKILLS AND COMPETENCIES REQUIRED
* Excellent verbal and written communication skills for effective interactions with clients to meet financial investment objectives and/or resolve problems or complaints.
* Must be self-motivated and also work in a team environment.
* Requires a high energy level and strong sense of urgency.
* Must be able to multi-task.
* Ability to manage multiple priorities in a fast-paced environment.
PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this position, the associate is regularly required to sit, use hands to finger, handle, or feel; and talk or hear. The associate frequently is required to stand or walk. The associate is occasionally required to reach with hands and arms. The associate must occasionally lift and/or move 10 pounds. Specific vision abilities required by this position include close vision, and distance vision. The noise level in the work environment is usually moderate.
OTHER REQUIREMENTS
* Travel between Republic Banking facilities may be required including occasional out of town travel.
* Flexible work schedule may include some evenings, weekends and/or overtime.
* Stay abreast of new developments, best practices, and statutory and regulatory changes.
Republic Bank
Feb 24, 2026