Member Service Center Workforce Management Analyst

Overview: Reports to: Member Service Center Workforce Manager Functions Supervised: Member Service Center Primary Functions: Prepares and produces staffing forecasts, as well as comparative data on results vs.

forecasts, identifies opportunities for improvement and recommends staffing and scheduling solutions.

The position assists in developing a culture where what is scheduled gets done, ensuring that ideal employee is available to assist members at first contact.Duties and Responsibilities:Assist the department in achieving service level agreement and service score targets set by the organization by forecasting call volume and optimizing schedules of call center staff.Assist the leadership with scheduling off queue activities that support development, coaching and learning.Review and record the time worked compared to the proper job task code when an employee works overtime.Prepare and provide periodic reports; real time and historical reports containing performance data to support operations management.Serve as the real time monitor by providing direction, guidelines and performance updates to hit service level goals.Using historical and anticipated volumes through all supported contact channels, factoring seasonality, attrition and peak periods, provide staffing level recommendations to the workforce manager.Monitor real time and historical performance to make real-time resource adjustments leading to improved performance, service levels and staffing adherence.Maintain an in-depth knowledge of workforce management features, functions, and system-generated reports, forecasting and scheduling procedures.Support the departmental and organizational business plan to introduce new tools and functionality that will improve the member journey and employee experience.Support agent scheduling, efficiency and productivity.Identify patterns and trends related to production and contact channel volumes to recommend changes to schedules, staffing and workforce optimization to support the Member Service Center operations.Perform other duties as assigned.

Qualifications: Education: High school graduate or equivalent.

Creditable Experience in Lieu of Education: 1-3 years of relevant work experience in a contact center environment and in workforce management.Experience/Skills: Contact center and workforce management experience.

Strong ability to interpret and understand data, communicate findings and recommendations to key stakeholders.

Ability to coordinate multiple activities simultaneously and demonstrate strong organizational and administrative skills.

Thorough knowledge of call center regulations, credit union operations, services, and policies and procedures.

Must have strong interpersonal communication skills, both verbal and written.Tenure: Contact center and workforce management experience.

Strong ability to interpret and understand data, communicate findings and recommendations to key stakeholders.

Ability to coordinate multiple activities simultaneously and demonstrate strong organizational and administrative skills.

Thorough knowledge of call center regulations, credit union operations, services, and policies and procedures.

Must have strong interpersonal communication skills, both verbal and written.

Equal Opportunity Employer

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