Workforce Management Analyst - CommunityAmerica Credit Union

The Workforce Management Analyst will be responsible for real-time monitoring of contact center conditions within the Member Service Centers and other functional areas requiring coordinated staffing.  They will provide analysis and research that will provide a basis for schedule creation to maintain appropriate staffing level objectives. This position is responsible for the planning, scheduling and forecasting of the various teams supporting all contact center locations to improve productivity.  This position will also support expanded Workforce Management functions across the business to other functional areas.  This Workforce Management Analyst position is responsible for all duties that are assigned. 

• Report, monitor, track, and analyze service level performance, including future projected performance - provide this information to Member Service Center management, including determining overtime needs
• Administration of Workforce Management System
• Partner with Member Service Center leadership to reach call center service level goals, and Training, Recruiting, and Payroll on staffing and policy adherence
• Develop and maintain work schedules for all events (adjustment, training, meetings, etc.)
• Maintain a high of level of discretion as you will be dealing with confidential and sensitive information
• Partner with leadership team to provide departmental process improvements
• Analyze and report historical data and trends and develop forecast models
• Monitor agent groups and notify supervisors when thresholds are broken for: adherence, hold times, long calls
• Ensure the accuracy/timeliness of segment entry requests and skill changes. Schedule, communicate, and process events such as team meetings, training, etc.
• Update same day shrinkage rates and track attendance
• Creation of agents’ schedules via the Workforce Management System
• Identify and research service level risks based on forecasts for problem resolution and escalate to management as needed
• Generate long-term and short-term forecasts to provide to management
• Manage intraday staffing levels and PTO requests to provide to management
• Monitor real-time adherence alerts
• Manage proactive approval and denial of discretionary activities; such as vacation, trainings meetings for the member service center to increase service levels
• Communicate identified intraday risks to management
• Create and deliver ad hoc reports
• Prepares month-end reporting of call and agent statistics
• Prepares daily reports on staff attendance

Education and Experience Requirements:

• 2+ years working in a large call center environment required
• Bachelor’s degree in Business, Mathematics, Human Resource, or related field of study preferred
• Certifications or specialized training in workforce management
• Holds advanced knowledge of call center operations, including contact metrics, branch scheduling requirements, and workforce management practices and methodologies
• Basic knowledge of telephone and call routing

Required Knowledge, Skills and Abilities:

• Ability to work independently with limited supervision, and be a self-starter
• Demonstrates strong quantitative analysis, critical thinking, and problem-solving skills
• Ability to think analytically, creatively and logically with strong decision-making skills
• Proven ability to balance multiple projects/tasks simultaneously, with high attention to detail and appropriate prioritization
• Ability to learn and adapt to multiple vendor portals
• Ability to communicate effectively in writing and orally to all audiences
• Ability to resolve interpersonal conflict and miscommunications
• Advanced skill in Microsoft Office products (Excel, Word, PowerPoint, etc.)
• Experienced collaborator, communicator, and presenter across multiple channels and varying levels of leadership
• Demonstrates ability in creating forecasts, measuring forecast accuracy, and performing ad hoc adjustments when necessary
• Demonstrates ability to generate optimized schedules, and understands scheduling templates and shift limitations
• Demonstrates flexibility in work schedule to accommodate business needs
• Must display strong organizational skills
• Ability to resolve interpersonal conflict and miscommunications

Preferred Knowledge, Skills, and Abilities:

• Experience using Community WFM system