Industrial Security Analyst
Northrop Grumman
Workforce Manager, Member Service Center
Global Credit Union
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $90,389 - $152,718 per year
Job Level
Mid-LevelSenior
About the role
- Reports to: Vice President, Member Service Center; supervises Workforce Management Analyst(s)
- Prepare and produce staffing forecasts and comparative data on results vs. forecasts
- Identify opportunities for improvement and recommend staffing and scheduling solutions
- Forecast call volume across all supported contact channels, factoring seasonality, attrition and peak periods
- Optimize schedules of call center staff to meet service level agreement and service score targets
- Monitor real-time and historical performance and direct analyst(s) to make real-time resource adjustments
- Maintain in-depth knowledge of workforce management features, functions, and system-generated reports, forecasting and scheduling procedures
- Support departmental and organizational business plan to introduce new tools and functionality to improve member and employee experience
- Identify patterns and trends related to production and contact channel volumes to recommend schedule and staffing changes
- Provide performance metrics, dashboards, reports and ad hoc analysis; prepare telephone performance board reports
- Perform other duties as assigned.
Requirements
- Bachelor's degree in Business Administration or related field
- OR 5 years of relevant work experience in a contact center environment and in workforce management (creditable experience in lieu of education)
- Contact center, workforce management and supervisory experience
- Strong ability to interpret and understand data, and communicate findings and recommendations to key stakeholders
- Ability to coordinate multiple activities simultaneously and strong organizational and administrative skills
- Thorough knowledge of call center regulations, credit union operations, services, and policies and procedures
- Strong interpersonal, personnel management and communication skills, both verbal and written, and ability to motivate and supervise staff
- Knowledge of workforce management features, functions, and system-generated reports, forecasting and scheduling procedures
