Workforce Planning Coordinator

KCU•Bremerton, WA

13h•$32 - $39•Hybrid

About The Position

Kitsap Credit Union is searching for a Workforce Planning Coordinator to work out of our East Bremerton office. This position is responsible for supporting the Accounts Control leadership team by effectively optimizing resources between call queues and offline tasks based on priorities. This position will support leadership by monitoring Agent efficiency intra-day and trended over time to improve overall performance. This position plays a key role in all aspects of maximizing call handling efficiency.

Requirements

Excellent interpersonal communication skills including effective listening, speaking, and writing.
Proficient in Microsoft Office applications.
Ability to learn and maintain strong level of expertise with Kitsap Credit Union’s core operating systems, collection systems, and self-service technology (iPhones, Androids, etc.).
Ability to handle stress in a high volume and fast-paced environment.
Ability to establish priorities, work independently, and proceed with principal accountabilities without supervision.
Experience with forecasting and scheduling or experience with quality control assurance using automated tools withing calling or collection system.
Strong understanding of financial management and strategies to ensure productivity results.
Strong organizational and prioritization skills; ability to manage multiple tasks, projects, and timelines.
Demonstrated ability to collaborate effectively with management and staff.
Demonstrates a high level of engagement and active collaboration contributing to a positive team environment.
Understand, model, and represent KCU’s core values.
High School diploma or GED.
Minimum one year customer service in a high-volume call center environment.
Availability on Saturdays and extended business hours.

Nice To Haves

Bachelor’s degree in Business or related field, or equivalent combination of education and experience.
Advanced Microsoft Excel skills including pivot tables, v-lookups, if-then formulas, and macros.
Previous financial institution experience a plus.

Responsibilities

Schedule Accounts Control employees efficiently based on delinquency volume and staffing levels.
Maintain accurate staffing data in workforce management software by inputting schedule changes, coordinating off-phone activities, inputting approved time off, etc.
Run reports in the NICE system and Temenos system to identify opportunities to improve Agent efficiency.
Partner with Supervisors and Trainers to coach Agents on call handling best practices focused on efficient call handling.
Analyzes call volumes, patterns, issues, and trends and compile statistics for the leadership team on a monthly or as-needed basis.
Identify issues and make recommendations on initiatives to support process improvement and plans for future growth.
Assist with the development, deployment, and management of new technology solutions utilized by the Accounts Control department.
Handle workforce related technical support, open tickets with appropriate vendor as needed, document outages and system issues, then coordinate with department leadership to quantify impact.
Control access management for all accounts control vendor sites.
Track, evaluate, and report on operational performance of Accounts Control vendors.
Develop, recommend strategies, and hold vendors accountable for service level agreements to increase efficiency.
Identify key priorities and activities within the scope of business and recommends improvements for processing and communication.
Manage high level administrative functions including reporting of Key Performance Indicators, month end reports, manage internal procedures platform, participate in companywide projects while looking for opportunities of improvement or revision.
Lead quality control assurance audits and assessments and provide feedback to Supervisors/Manager.
Contribute to effective department and credit union operations by performing other related duties as assigned.

Benefits

Free onsite parking
Annual time off and sick time accrued
11 Paid holidays
1 Personal floating day
Medical, Dental, Vision, Short- and Long-term Disability, Life and AD&D Insurance
Employee Assistance Program
Choose from a PPO medical plan or a High Deductible with a Health Savings Account
3% KCU funded Safe Harbor Contribution to your 401K
KCU will match up to 2% of your 401K contributions
All 401K contributions are 100% vested
Potential annual incentive in all roles within Kitsap Credit Union
Tuition reimbursement
8 hours of paid volunteer time off
Discounts on KCU's products and services
Enjoy unlimited ORCA transit access through KCU for less than $45 a year—your cost as an employee