Analyst Service Center Workforce

Mountain America Credit Union

10d•Remote

About The Position

The purpose of this job is to compile and analyze Member Service Workforce/Service Level needs. Responsible for forecasting, scheduling, reporting and real-time management of call center operations. Analyze workforce metrics, trends/patterns and resource allocation to meet organizational needs. Responsible for daily management of service levels and develops and analyzes reports as needed. Requires a considerable degree of operational and strategic coordination with multiple internal and external partners. Maintains awareness levels and ensures staff is informed in a timely manner of relevant policies and processes.

Requirements

3-5+ years of similar or related experience; managing workforce via an inbound environment
Advanced skills in Microsoft Office (Outlook, Word, Excel)
Experience reviewing data visualization tools/dashboards.
Two year degree or equivalent.
Intermediate skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel.

Nice To Haves

Experience with Cisco/Calabrio/Kronos or similar Workforce Management Tools preferred
Four year degree preferred.

Responsibilities

Manages member service scheduling (i.e., shifts, training, vacation, meeting, overtime, off-line work, exceptions, etc.) to ensure that daily service level and average speed of answer (ASA) objectives are met.
Monitors multiple increments and daily volume, average handle time (AHT) and staffing requirements to ensure volume is in compliance to member service forecasts.
Monitors Real Time adherence, production statistics to ensure production is managed efficiently throughout the day.
Generates and communicates productivity reports, staffing issues, performance measures and call statistics to member service.
Demonstrates professional behavior, team work, punctual, dependable, and adheres to company policies & procedures.
Develops short-term forecasts for member service with a high level of accuracy.
Own forecasting, capacity planning, scheduling, and real-time management for member service.
Understand volume and team capacity to engage management in changing levers on or off to achieve a business unit’s desired outcome.—advise management.
Maintain a 3-week out planning process for all of member service.
Audit employee’s attendance for tardiness.
Manage service center attendance line.
Have an understanding of all MACU policies/procedures related to attendance and time off.
Strong data, analytical, and root cause analysis.
High attention to detail.
Experience analyzing, interpreting and summarizing complex data as it relates to contact center & branch operations.
Experience preparing and presenting reports, forecasts, trends and recommendations to the team and management.
Strong leadership skills with the ability to influence without authority.