Work Force Management Analyst
4 weeks ago
Level
Experienced
Job Location
Corporate Office Extension - Tacoma, WA
Position Type
Full Time
Education Level
High School Diploma or equivalent.
Salary Range
$25.00 - $37.50 Hourly
Travel Percentage
Negligible
Job Shift
Monday - Friday
Job Category
Customer Service
Description
Sound is looking for...
A Work Force Management Analyst to join our team As the Workforce Management Specialist you will oversee the productivity of Sound's Contact Center by assessing, analyzing, and reporting employee productivity at the individual, departmental and institutional levels. In this role you will determine the best way to utilize employees' productivity skills using techniques and theories of workforce management. As the Work Force Management Analyst you will track team member time using daily, weekly, and monthly measurements and use workforce optimization software to improve efficiency and forecast staffing needs taking contact center volume and headcount requirements into account. In this role Manage scheduling, process time-off requests, and generate reports to show productivity and performance changes. Additionally, you will provide leadership with efficiency updates and uphold high member service standards through real-time monitoring and other methods.
At Sound you will experience...
- Our purpose which is "to stand with you through all waves of life". Every day, our employees help us to live this purpose. We believe in empowering our employees to do the right thing.
- A diverse workforce with an inclusive and supportive environment.
- Besides competitive pay, we offer career growth, and we hold a benefits package that's consistent with our purpose, personalities, and values.
- Teams that are living out the credit union philosophy of "people helping people".
- Fellow employees who are dependable, genuine, inclusive, and resourceful.
- Leaders of Sound Credit Union who embrace our Brand Purpose. At Sound, we recognize our actions strongly impact our Brand-led culture. Therefore, we commit to consistently serve as Brand Advocates by modeling desired behaviors to inspire others through being Supportive, Open, Unified, iNclusive, and by Doing the right thing.
- Learn more about our company culture here
- Review and monitor call volumes, peak times, and turn rate to make scheduling and staffing recommendations to assist department in meeting Service Level Agreements.
- Create daily staffing schedule to ensure appropriate coverage to support Contact Center call volume and support member needs.
- Oversight of staff's adherence to schedule.
- Schedule team member training as needed.
- Complete monthly reports on Work Force Management including but not limited to, call statistical trends and patterns. Provide reporting analysis and recommendations to management.
- Execute a budget forecast and own the development and implantation of staffing and metric models, reporting and analysis.
- Train Contact Center leadership on the use of workforce planning tools.
- Develop reporting processes, dashboards, and presentations to fulfill leadership reporting needs.
- Drive continuous improvement to increase productivity, accuracy, and improve case management staffing levels.
- Assist service line leaders with QC tracking and management.
- Schedule oversight including managing change requests.
- Monitor shrinkage and adjust schedule to support appropriate coverage. Make recommendations for staffing needs to leadership.
- Responsible for 3rd party service requests, including but not limited to processing requests, monitoring output, and making recommendations to improve.
- Set and manage schedule adherence results.
- Assist in providing oversight of the Work Force Management tool, including but not limited to updating, maintaining, scheduling, planning, and Sentiment Analysis.
- Provide accurate reporting on a regular and timely basis to leadership.
Our ideal candidate will bring to the team...
- Two or more years of progressive experience in a Work Force Management or an analytical role required.
- Financial industry experience preferred.
- High School Diploma or equivalent required.
- Must be bondable
- Employer sponsorship to secure or maintain employment authorization not available
- These benefits in support of a true work/life balance:
- Full medical, dental, vision, and disability for the employee [yourself] with premiums paid by Sound
- 401(k) with 4% match - Plus discretionary profit share of up to 5% of annual salary
- Three weeks Paid Time Off (PTO) accrued annually
- 5 employer paid work/life balance days
- 10 paid federal holidays every year
- Employee assistance program for wellness counseling
- Gym/lifestyle reimbursement
- Free and/or discounted banking services with Sound
- Employee Charitable Matching & Volunteer Program
- Employee bonus program
- Tuition assistance
- ORCA pass
- Incentives available for multilingual speakers
Your compensation:
At Sound Credit Union we believe in paying our employees a fair and living wage. Individual offers are made dependent upon a candidate's prior experience and education level as it pertains to their role. This strategy promotes a talented and empowering work environment that we hope you will be a part of Our pay ranges are built to allow for candidates with various levels of skill and experience to be considered, as well as for room for growth and tenure achieved in a role over time. Typical new hire salary offers fall within the minimum to midpoint of a pay range for many candidates, which allows us to offer merit-based salary increases.
Minimum: $25.00
Midpoint: $31.25
Maximum: $37.50
Your hours:
A in-person schedule Monday - Friday: 8 am - 4:30 pm.
In your in-person role you will be engaging with team members on a day-to-day basis as the face of Sound Credit Union Your active participation with coworkers and managers is an essential part of your impactful work.
About Sound Credit Union...
Sound Credit Union (Sound) was founded in 1940 and is one of Washington State's largest credit unions. We have 26 full-service branches located throughout the Puget Sound region. At Sound, we pride ourselves on making connections with our members, employees, and community. We'd love to share more about why Sound is somewhere you want to be, apply now, and visit our website at: www.soundcu.com.
The future is in our hands...
Sound Credit Union is proud to be an Equal Opportunity and Affirmative Action employer that is committed to diversity, equity, and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, veteran status, disability, age or any other protected status.
People of color, women, LGBTQIA+, veterans and persons with disabilities are encouraged to apply
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