Workforce Management Analyst

Georgia's Own Credit Union•Atlanta, GA

3d•Hybrid

About The Position

If you would enjoy working in a dynamic environment and are looking for an opportunity to become part of a stellar team of professionals dedicated to service, we invite you to apply online today. This position offers a flexible hybrid work arrangement, allowing employees to balance in-office collaboration with the benefits of remote work. We provide the necessary tools and technology to ensure seamless productivity, whether you're working from home or the office. The Workforce Management (WFM) Analyst is responsible for ensuring the Contact Center is appropriately staffed to meet member service expectations across all channels including phone, video banking, chat, email, SMS and back office queues. This role supports forecast creation, schedule optimization, real time monitoring, and performance reporting. The WFM Analyst plays a key role in delivering exceptional member experience by ensuring staffing aligns with demand, supporting consistent service levels, optimizing resource utilization, and enabling operational efficiency.

Requirements

Associate's degree in Business Administration, Operations Management, or a related field.
Minimum 2 years experience in Workforce Management or related roles.
Proficiency with Workforce Management tools and software.
Proven ability to analyze trends, build staffing models, and prepare performance reports.
Excellent communication and interpersonal skills.
Strong organizational and planning skills.
Strong analytical, mathematical, and problem solving skills.
Highly proficient use of PC and contact center technologies.
Understanding of adherence, shrinkage, and occupancy concepts.
Ability to make real-time decisions under pressure.
Ability to work in a virtual team environment.

Responsibilities

Forecasting & Planning Develop short-term and long-term forecast models for call volume, AHT, shrinkage, occupancy, and multichannel demand.
Analyze historical patterns, seasonality, marketing events, product launches, and operational impacts to refine forecast accuracy.
Incorporate shrinkage factores (PTO, training, meetings, adherence variances) into staffing projections.
Provide staffing recommendations aligned to service level goals.
Partner with leadership on annual budgeting, headcount planning, and scheduling strategies.
Scheduling & Optimization Build and maintain agent schedules to maximize resource efficiency.
Manage shift changes, rotations, PTO planning, overtime needs, and training/offline time allocation.
Real Time Management Monitor real-time call volume and adjust staffing levels as necessary.
Recommend actions such as channel prioritization, skill changes, reprioritization of after-call work, overtime/early-release decisions, and overflow routing.
Monitor adherence dashboards and work with leadership to resolve schedule compliance issues.
Reporting and Analytics Produce daily, weekly, and monthly performance reports.
Interpret trends and provide actionable insights to leadership.
Identify performance gaps and partner with leaders on coaching opportunities related to adherence or schedule compliance.
Operational & Technology Support Serve as the subject mtter expert for WFM tools, scheduling, and reporting.
Support system configuration, skill assignment, routing changes, and other administrative tasks.
Participate in UAT, process improvement, and change management initiatives for new systems or workflows.