Analyst, Workforce Operations
About The Position
The Workforce Operations Analyst manages workforce analysis and decisions related to frontline capacity planning and channel productivity. The analyst owns regular planning engagements with leadership to communicate capacity needs, risks, and opportunities, and serves as the workforce data steward for the department. The role works closely with department leadership, learning teams, HR, and business partners, using large and diverse data sets to uncover actionable insights. The analyst partners with operational teams to create data-driven capacity plans, forecast and adjust staffing, monitor operational metrics, and identify business drivers that can reduce variance risks. The role also manages workforce analytics requests, safeguards data quality and metadata, collaborates with BCU Data Scientists, and presents clear, actionable findings to non-technical audiences. BCU is a not-for-profit, member-owned credit union with nearly $6 billion in assets and more than 370,000 members. Its stated purpose is to empower people to discover financial freedom, and it emphasizes inclusion, integrity, courage, collaboration, and exceptional member experiences.
Requirements
- Bachelor's degree in computer science, math, physics, statistics, or another data-centric field.
- At least 2 years of experience in omni-channel workforce planning.
- Experience analyzing large operations data sets.
- Experience condensing complex analyses and concepts into clear, concise takeaways for business leaders.
- Presentation skills and the ability to analyze data and recommend business changes to support member self-service, operational productivity, and expense management.
- Experience expressing projections and recommendations in business terms.
- Big-picture thinking, curiosity, attention to detail, analytical ability, and problem-solving skills.
- High-energy, self-starting, coachable approach.
- Interpersonal and teamwork skills to collaborate across teams and solve complex issues.
Nice To Haves
- Experience with Genesys.
- Experience with ICBM.
- Experience with Salesforce.
Responsibilities
- Partner with operations, learning, service delivery, HR, and business partners on staffing and capacity planning.
- Establish and execute capacity plans using data-driven decisions, comprehensive staffing model inputs, and appropriate methodologies.
- Use workforce management tools to forecast, schedule, and adjust real-time staffing to support operational KPIs across omni-channels.
- Conduct regular planning engagements with leadership to communicate capacity needs, risks, and opportunities.
- Conduct workforce analysis and act on identified business drivers for change to minimize variance risks.
- Create, maintain, and regularly report key operations metrics, surfacing insights and impactful data using enterprise-standard tools.
- Manage the department's backlog of workforce analytics and related administrative requests.
- Act as a data steward and understand the data associated with the role.
- Ensure data used in analysis is sufficiently high quality and has correct metadata.
- Work with BCU Data Scientists to support accurate business data modeling and analytics.
- Find, understand, trust, access, and enrich relevant data to produce actionable insights within the role's span of control.
- Present concepts and communicate analytical findings clearly to non-technical roles throughout the organization.
- Build and maintain relationships across the department and organization, promoting a team-oriented approach.
- Proactively identify process-improvement opportunities and adapt to change.
Benefits
- Competitive benefits are mentioned, but specific benefits are not listed in the supplied description.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
