Assoc. Workforce Planner
Travis Credit Union•Vacaville, CA
•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.
Requirements
- HS Diploma or equivalent and 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.
- For hybrid and remote roles, candidates are still required to reside within a commutable distance of our corporate headquarters in Vacaville, California.
- Candidates must have current authorization to work in the U.S. (no sponsorship available).
Nice To Haves
- Workforce Planning certification a plus.
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.
Benefits
- Competitive medical, dental, and vision insurance
- Mental health and wellness programs
- Employee performance incentive plan
- Merit-based salary increases
- 401(k) program with immediately vested employer match
- Generous holiday and vacation policies
- Exclusive TCU perks such as employee loan and credit card discounts
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
