Workforce Analyst

The Workforce Analyst is primarily responsible for forecasting and analyzing member interaction volumes and scheduling resources to achieve service, performance, and workforce optimization objectives.

Motivated by a desire to achieve service level metrics and KPIs by limiting wait times, handle times, and abandon rate, while also committed to relationship development, as it relates to both credit union members and team members, the Workforce Analyst supports a range of credit union business units that serve our members in a queue-based (phone, chat, ecommerce/digital services) environment.

The Workforce Analyst is the primary administer of the credit union’s workforce management technology and tools. Through forecasting, analysis, scheduling, reporting, and collaboration with business unit managers, this position is instrumental in developing and maintaining efficient and effective resource allocations to ensure interactions exceed member expectations.

Major Duties and Responsibilities

Develop and generate short and long-term volume projections and accompanying staffing models and provide recommendations based on analysis.

Compare forecasts with actual results to examine variances, proactively identify scheduling gaps and offer solutions to resolve gaps

Compile reports and develop dashboards including but not limited to member interaction statistical trends and patterns and team member performance trends and patterns. Provide analysis and recommendations to management.

Perform aspects of the scheduling process including the creation of schedules, adjustments to schedules due to volume fluctuations and/or resource availability changes, administration of time off/time away requests, and allocating time for events (i.e., trainings, meetings, projects).

Analyze member interaction trends, (inquire and service needs, sentiment, and volume) to understand and anticipate volume spikes and handle time shifts and to then develop/adjust schedules accordingly. Assist managers with interaction quality assurance.

Collaborate with managers to ensure team member needs are met as a part of the scheduling process.

Administer and train managers on the use of the workforce tool, ensuring consistent support to meet both member and team member needs.

Monitor adherence to work schedules and provide adherence reports to managers. Collaborate with managers to develop coaching and support plans to aid team members in achieving schedule adherence goals. Support managers with monitoring intraday performance, notifying managers as problems arise to optimize service levels.

Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Knowledge and Skills

Experience

Three years to five years of similar or related experience, including preparatory experience. Prior experience in a workforce analyst/management or analytical role is preferred. Financial industry experience preferred. Credit union specific a plus.

Education/Certifications/Licenses

A college degree. A bachelor's degree in business or a related field, or equivalent work experience is required.

Interpersonal Skills

The ability to motivate or influence internal or external senior level professionals is a critical part of the job, requiring a significant level of influence and trust. Obtaining cooperation and agreement on important outcomes via frequently complex, senior level dialogues, as well as a professional level of written communication skills are essential to the position.

Other Skills

COMPETENCIES: Member Service; Communication; Attention to Detail; Reliability/ Dependability & Trustworthiness; Flexibility; Technical Knowledge; Problem Solving; Initiative. Must be at least 18 years of age. Favorable Background, Credit, Criminal, Bondability, and Reference Checks required. (Motor Vehicle check dependent on position.) Travel to other branches or locations may be required depending on position. Familiarity with Calabrio Workforce Management software and Talkdesk a plus. High degree of attention to detail. Understanding of contact center key performance indicators. Understanding of contact center key performance indicators. Effective communication and interpersonal skills. Ability to rely on data to make informed decisions and recommendations, while also being human centric and mindful of team member well-being. Analytical thinker who consistency demonstrates the ability to support a culture that puts people first, while maintaining a sense of urgency and agility.

ADA Requirements

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of local travel as driver and travel by commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.