Workforce Planning Supervisor

KCU • Bremerton, WA

1d • Onsite

About The Position

Kitsap Credit Union is searching for a Workforce Planning Supervisor. The Workforce Planning Supervisor is responsible for the overall strategy and execution of the Contact Center staffing plan, call volume forecasting, and call routing. This role partners with business stakeholders to optimize contact center self-service and call delivery so Member calls are routed to the best available queue based on account attributes and caller needs. The Workforce Planning Supervisor owns the call delivery strategy for our after-hours service partner, manages the Contact Center quality assurance (QA) process and provides day-to-day direction for the Workforce Planning Coordinator.

Requirements

• Excellent organizational skills and attention to detail.
• Strong supervisory and leadership skills.
• Ability to handle heavy workload with time constraints and deadlines.
• Strong business acumen and leadership presence.
• Proficient with Microsoft Office Suite software.
• Understand, model, and represent KCU’s core values.
• Experience running a contact center QA program.
• Proficient in Tableau.
• HS Diploma or GED.
• Two (2) plus years of Contact Center experience.
• Ability to work flexible schedule to support Contact Center during Hours of Operation.
• One (1) plus years of supervisory experience.

Nice To Haves

• One (1) plus years of leadership experience.
• Two (2) plus years financial industry experience preferred.
• Knowledge of Customer Relationship Management (CRM) and Call Management Software such as the NiceInContact CXOne Platform and Salesforce, with experience monitoring dashboards to make real time adjustments to meet business needs.
• Ability to learn and maintain strong level of expertise with Kitsap Credit Union’s core operating systems and self-service technology (iPhones, Androids, etc.).
• Advanced knowledge of KCU policies, practices, procedures, and how to utilize resources to resolve member inquires and give remarkable member experiences strongly preferred.
• Call center support experience a plus: documenting business processes, defining business requirements, developing resource planning models.

Responsibilities

• Monitors call volumes by skill and partners with leaders to ensure skills are properly staffed (forecast-to-staff) and adjusted as needed through intraday management.
• Implements and maintains call skills (queues) in NICE, and coordinates with Contact Center leaders to confirm associates are trained and ready to handle routed call types.
• Monitors call transfer volumes (skill to skill) and identifies opportunities to reduce transfers by improving routing strategies and Voice AI/IVR handoffs.
• Supports growth by developing routing strategies that deliver targeted callers to Sales skills and specialist queues.
• Monitors Voice AI/IVR self-service (containment) rates and identifies new call types (candidates) for automation and deflection.
• Partners with IT to define and maintain Symitar warning code criteria used for call routing, prioritization, and self-service eligibility.
• Monitors Symitar warning codes to ensure they trigger and expire per design and support accurate routing outcomes.
• Creates and maintains knowledge documents used by Voice AI/IVR to ensure accuracy, consistency, and timely updates.
• Determines which call types should be delivered to the after-hours Service Partner and coordinates routing configuration to execute the strategy.
• Supports contact center technology changes by participating in call flow/routing testing, validating end-to-end call delivery, and recommending configuration changes based on results.
• Works with internal business partners to execute a continuous improvement strategy—analyzing call drivers and Voice AI/IVR performance to improve containment, routing accuracy, and Member experience.
• Manages the Contact Center quality assurance (QA) program, including call evaluations, scoring rules, and calibration to ensure consistent scoring and actionable coaching insights.

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
• Unlimited ORCA transit access through KCU for less than $45 a year

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED