Assoc. Workforce Planner

Travis Credit Union•Vacaville, CA

3d•Hybrid

About The Position

Travis Credit Union’s (TCU) Workforce Planner oversees the staffing and scheduling functions of the Contact Center, optimizing schedules to support the achievement of service level standards and overall positive member experiences. The role involves creating reports and tracking historical data for capacity planning, analyzing Contact Center trends, call volume, call patterns, attrition rates, shrinkage patterns, and resource allocation to identify potential opportunities, needs, issues, and problems that could impact business results. The planner analyzes historical data to develop weekly/monthly/quarterly recommendations for scheduling, using staffing requirements, call center and operations schedules, and holiday patterns to determine required staffing levels. This position builds, implements, monitors, and adjusts Contact Center schedules for staffing variances to ensure service standard levels are met, and creates integrated database tracking tools for staffing shrinkage patterns (vacation, sick, training, etc.) to optimize staffing forecasts. Additionally, the role assists Contact Center management with implementing call center initiatives, managing utilization trends, proposing operational improvements, and ensuring planning and staffing compliance with Federal and State Labor Laws. The Assoc. Workforce Planner also maintains sound knowledge of industry workforce planning developments, including best practices, new processes, products, and software developments, and assists with the development of presentations for recommendations and process implementations to senior management.

Requirements

HS Diploma or equivalent
Minimum 3 years call center work experience
Experienced using software to build and maintain complex forecasting models
Excellent time management, organizational, prioritization and multi-tasking skills
Excellent analytical, interpersonal, verbal and written communications skills
Excellent problem solving skills including the ability to use initiative to manage scheduling issues, drive outcomes and make suggestions for improvement
Ability to deliver informative and well organized reports that bring operational value ensuring a high level of accuracy and attention to detail
Robust in Excel, Word, PowerPoint and accessing databases
Ability to evaluate the achievement of goals, objectives and work plans
Ability to establish and maintain positive working relationships with a diverse group of people
Ability to function well in a high paced and at times demanding environment
Candidates must live within a reasonable commuting distance of the communities served by Travis Credit Union, which include the following counties: Alameda, Colusa, Contra Costa, Merced, Napa, Placer, Sacramento, San Joaquin, Solano, Sonoma, Stanislaus, and Yolo.
Candidates must have current authorization to work in the U.S. (no sponsorship available).

Nice To Haves

Workforce Planning certification

Responsibilities

Creates reports and tracking on historical data and forecasting that will be used for capacity planning within the Contact Center.
Analyzes Contact Center trends, call volume, call patterns, attrition rates, shrinkage patterns and resource allocation to identify potential opportunities, needs, issues and problems that could impact business results.
Analyzes historical data to develop weekly/monthly/quarterly recommendations for scheduling and uses staffing requirements, call center and operations schedules, holiday patterns to determine required staffing levels to ensure the organization’s ability to meet operational commitments.
Builds, implements, monitors and adjusts Contact Center schedules for staffing variances to ensure service standard levels are met.
Creates integrated database tracking tools for staffing shrinkage patterns (vacation, sick, training, etc.) to optimize staffing forecasts.
Assists with the development of presentations for recommendations and process implementations to senior management.
Assists Contact Center management with implementing call center initiatives, managing utilization trends and proposing operational improvements.
Ensures planning and staffing is compliant with Federal and State Labor Laws.
Maintains sound knowledge of industry workforce planning developments including best practices, new process, products and software developments.