Senior Workforce Management Analyst II

If you are motivated and believe in the credit union philosophy of "People Helping People," join our team!

Position Overview

Utilize workforce management tools and best practices to provide tactical support and effective staff planning to deliver the appropriate level of service to members. In addition, help drive critical business decisions by analyzing metrics and designing reports. Must have a clear and working understanding of the inter-relationships between capacity planning, forecasting, staffing, scheduling and all issues that impact the call center’s service levels and take actions to resolve or reduce the impact. Perform operational and oversight responsibilities as required to ensure all SLAs are met. Evaluate facts surrounding schedule adherence, scheduling and workforce management functions including operational situations which can impact productivity such as system outages. Address a wide range of problem-solving situations that require immediate real time intervention.  Train and mentor WFM analysts as needed.

Responsibilities

​25%

•    Maintain correct schedule information, including FMLA, days off/vacations, team meetings, coaching, performance reviews, etc.
•    Ensure schedule integrity by maintaining accurate agent information including multiple skillsets; working hours.
•    Provide feedback to the management team regarding agent scheduling/adherence concerns.

10%

Perform new employee/terminated employee/team maintenance in NICE WFM software as well as submit requests for single sign on access to NICE agent webstation and Employee Engagement Manager.  Reset employee passwords as requested.

15%

•    Approve/Deny schedule time off and overtime based upon the active forecast and intraday.
•    Responsible for offering overtime or holiday pay to branch employees if needed.  Audit and Report hours worked on holidays by branch employees to HR.

20%

•    Monitor real-time adherence and call statistics and communicate with supervisors to ensure on-phone and off-phone activity is managed efficiently throughout the day. Optimize weekly schedule, including breaks, lunches, offline activities, based upon forecasted contact volume and handle times. 

20%

•    Assist in ensuring forecast and schedules are generated on a regular basis as well as process “apply future activities” for updating schedules.  Forecast and plan with a high degree of accuracy: interval, daily and monthly, quarterly call volumes, handle times, and SLAs.
•    Maintain forecast models that accurately predict events given changes in various operating assumptions.
 

10%

•    Analyze statistical reports and provide data for daily and monthly call volume and staffing as it relates to the forecast to upper management.  Prepare monthly, weekly, daily and ad hoc reports as necessary including key business metrics reports, performance reports, and dashboards with consistency and accuracy. 

Required Education

Bachelors Degree in Business

Required Relevant Experience:

5-8 years

Required knowledge, abilities, skills:

Knowledge of NICE WFM products including but not limited to IEX, EEM and CXOne.  Proficient usage of Microsoft Office suite including Outlook, Excel, Access, MS Word and Webex

Desired Education, Experience, Knowledge, Abilities, Skills:

Bachelor's degree and/or 5+ years’ experience in high-volume, multi-skilled and multi-site Contact Center Workforce Management Analyst position 
•    Excellent analytical and mathematical skills.
•    Excellent organization, communication and interpersonal skills are required to interact effectively with all levels of staff.
•    Ability to manage and prioritize multiple priorities in a dynamic fast paced environment.
•    Proven ability to identify, collect and analyze operations performance data and other related data to improve performance.
•    Problem solving skills, ability to approach problems logically and troubleshoot.
•    Time management skills, ability to multitask, prioritizing to accomplish multiple tasks with multiple deadlines.
•    Supports and participates in a collaborative team-oriented environment.
•    Strong organizational and planning skills with an eye for detail.
•    Ability to handle multiple projects and tasks.

•    Experience with extensive call center telephony systems, including IVR, WFM, speech analytics, call recording, etc.
•    Experience in the financial sector
 

Special Position Requirements

• Sitting for prolonged periods
• Computer for prolonged periods

SECU provides equal employment opportunity to all quali