Workforce Manager

1 week ago

Vacaville, California, United States Travis Credit Union Full time
Job Description:

At Travis Credit Union, we are seeking a highly skilled Workforce Planner to oversee the staffing and scheduling functions of our Contact Center. This is an excellent opportunity for a talented professional to join our team and contribute to delivering exceptional member experiences.

Responsibilities:
  • Create reports and tracking on historical data and forecasting to optimize schedules and support service level standards.
  • Analyze Contact Center trends, call volume, call patterns, attrition rates, shrinkage patterns, and resource allocation to identify potential opportunities and challenges.
  • Develop weekly/monthly/quarterly recommendations for scheduling and use staffing requirements, call center operations schedules, and holiday patterns to determine required staffing levels.
  • Bubble insights into workforce planning by studying business metrics such as adoption rates, productivity, and quality scores to drive strategy.
  • 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 to optimize forecasts.
  • Assists with the development of presentations for recommendations and process implementations to senior management.
  • Supports 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.
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.
  • Ability to deliver informative and well-organized reports that bring operational value.
  • 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.
Benefits:

We offer a competitive salary, which ranges from $31.69/hour to $39.14/hour, based on experience. Our compensation philosophy takes into account several factors, including the scope and responsibilities of the position, work experience, education/training, and key skills. In addition, we provide a robust benefits package, including medical, dental, and vision insurance, mental health offerings, employee performance incentive plan, merit increases, 401(k) program with immediately vested employer match, generous holiday and vacation policy, and extensive TCU-specific perks like employee loan and credit card discounts.

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