Workforce Planner

Travis Credit Union•Vacaville, CA

1d•$32 - $40•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. 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.

Requirements

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.
TCU 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.
BS/BA degree in Business Administration or related field and a minimum of 3 years call center work experience; or equivalent related work experience.
Minimum of 4 years of Workforce Management experience.

Nice To Haves

Workforce Planning certification a plus.

Responsibilities

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.
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.