M-F 7:45-4:45
SUMMARY: The Workflow Analyst oversees the staffing and scheduling functions of the Contact Center at Travis Credit Union (TCU) to achieve expected service levels. This role ensures that TCU’s Contact Center is staffed to provide a successful member experience.
PROFILE:
- Responsible for forecasting staffing level requirements and schedules for Contact Center Representatives in real time while monitoring the impact to service levels and productivity.
- Proactively models staffing needs based on projected call volumes and staff absenteeism.
- Using projected volume and capacity needs, works cross functionally with Learning & Development and Talent Acquisition to hire and train to capacity projections.
- Ensures planning and staffing is compliant with Federal and State labor laws.
- Responsible for all non-management timecard approvals with direct oversight of overtime and meal violation instances.
- Partners with supervisors in monitoring real-time schedule adherence and queue management to ensure service levels are met.
- Partners with Contact Center Management, is responsible for the phone queue management skill set assignment process.
- Accountable to provide current industry best practices as part of workforce management.
Required Skills
SKILLS:
- Experienced knowledge of call center technology.
- Critical judgment/thinking, problem-solving and decision making skills.
- Proven success in working with minimum supervision in a fast paced environment.
- Proven success in analyzing data and forecasting accordingly.
- Experience in predictive analytics is optimal.
- Detailed-oriented and experienced multi-tasker.
- Maintains confidentiality and professionally communicates with all levels of staff.
- Proficient in MS Office products (Word, Excel, Outlook).
- Excellent written and verbal communication skills.
Required Experience
REPORTING AND EXPERIENCE:
- Reports directly to the Supervisor/Manager, Contact Center.
- This position has no supervisory responsibilities.
- HS Diploma or equivalent.
- Minimum 3 years of call center experience.
- Minimum 3 years of Workforce Management experience.
- Understands the requirements of the Bank Secrecy Act and ensures compliance through monitoring and reporting of member activity as appropriate.