Suncoast Credit Union
Overview
Compensation:
$45,000 - $64,000 based on experience and credentials
Schedule:
Monday through Friday 8:30 AM - 5:30 PM (flexible hybrid)
The Workforce Management Scheduling Analyst manages accurate staffing schedules based on call volume patterns and trends, attrition rates, and contact center productivity. This individual provides methods to maximize staffing resources to reduce operating costs and increase schedule efficiency. Key responsibilities include conducting schedule analyses, verifying the accuracy of reports or statistics, making staffing recommendations, and creating short-term or long-term call volume forecasts. An ideal candidate is an analytical individual with the ability to make operational decisions and staffing adjustments due to unexpected changes in call volume or business needs.
Responsibilities
Plan and develop schedules to ensure staffing requirements and commitments are fulfilled
Maintain staffing roster
Recommend new hire classes based on staffing numbers and requirements
Determine the capacity to approve paid time off (PTO) and volunteer time off (VL) requests balancing personnel needs and staffing requirement
Monitor nonproductive time off (sick leave, vacation leave, and tardiness) and ensure off-the-phone activities are planned
Analyze current staffing statistics (efficiency, SLA, abandon) to determine staffing adjustment opportunities, recommend and implement necessary changes
Coordinate operational needs for overtime or off-phone activities considering the current staffing level compared to the requirement
Project future staffing needs based on turnover trends, forecasting shrinkage, and business requirements
Prepare and communicate schedules based on forecasts and allocations
Maintain staff scheduling policies and procedures
Qualifications
Bachelor’s degree in business administration or a related field (A comparable combination of work experience and training may be substituted for education requirements)
2+ years of Workforce Management experience in a contact center environment
Experience with real-time analytics, staffing, scheduling, and metric analysis
Demonstrated knowledge and experience with Workforce Management technology
Experience analyzing, interpreting, and summarizing complex data related to contact center technology
Experience presenting reports, trends, and recommendations to key stakeholders
Ability to work outside of regular business hours, including weekends
Ability to prioritize tasks, deal effectively with competing and changing priorities to meet deadlines
Accurate, detail-oriented, and organized with task management
Ability to analyze and resolve complex problems
Proficient written, verbal, and interpersonal communication skills to interact effectively with members, staff, vendors, and government regulators
Ability to communicate information requiring explanation or interpretation
Benefits
Financial Well-Being:
Bonus Program up to 12%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts
Wellness:
Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage
Work-Life Balance:
11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO
Community Involvement:
Paid Volunteer Hours
Growth:
Degree Assistance up to $5,000 per year
For more information, including additional benefits, please visit our benefits website at https://careers.suncoastcreditunion.com/benefits
Company Overview Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK! Employees flourish in an inclusive culture celebrating growth and prioritizing the community. For more information, please visit our careers site at https://careers.suncoastcreditunion.com/
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$45,000 - $64,000 based on experience and credentials
Schedule:
Monday through Friday 8:30 AM - 5:30 PM (flexible hybrid)
The Workforce Management Scheduling Analyst manages accurate staffing schedules based on call volume patterns and trends, attrition rates, and contact center productivity. This individual provides methods to maximize staffing resources to reduce operating costs and increase schedule efficiency. Key responsibilities include conducting schedule analyses, verifying the accuracy of reports or statistics, making staffing recommendations, and creating short-term or long-term call volume forecasts. An ideal candidate is an analytical individual with the ability to make operational decisions and staffing adjustments due to unexpected changes in call volume or business needs.
Responsibilities
Plan and develop schedules to ensure staffing requirements and commitments are fulfilled
Maintain staffing roster
Recommend new hire classes based on staffing numbers and requirements
Determine the capacity to approve paid time off (PTO) and volunteer time off (VL) requests balancing personnel needs and staffing requirement
Monitor nonproductive time off (sick leave, vacation leave, and tardiness) and ensure off-the-phone activities are planned
Analyze current staffing statistics (efficiency, SLA, abandon) to determine staffing adjustment opportunities, recommend and implement necessary changes
Coordinate operational needs for overtime or off-phone activities considering the current staffing level compared to the requirement
Project future staffing needs based on turnover trends, forecasting shrinkage, and business requirements
Prepare and communicate schedules based on forecasts and allocations
Maintain staff scheduling policies and procedures
Qualifications
Bachelor’s degree in business administration or a related field (A comparable combination of work experience and training may be substituted for education requirements)
2+ years of Workforce Management experience in a contact center environment
Experience with real-time analytics, staffing, scheduling, and metric analysis
Demonstrated knowledge and experience with Workforce Management technology
Experience analyzing, interpreting, and summarizing complex data related to contact center technology
Experience presenting reports, trends, and recommendations to key stakeholders
Ability to work outside of regular business hours, including weekends
Ability to prioritize tasks, deal effectively with competing and changing priorities to meet deadlines
Accurate, detail-oriented, and organized with task management
Ability to analyze and resolve complex problems
Proficient written, verbal, and interpersonal communication skills to interact effectively with members, staff, vendors, and government regulators
Ability to communicate information requiring explanation or interpretation
Benefits
Financial Well-Being:
Bonus Program up to 12%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts
Wellness:
Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage
Work-Life Balance:
11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO
Community Involvement:
Paid Volunteer Hours
Growth:
Degree Assistance up to $5,000 per year
For more information, including additional benefits, please visit our benefits website at https://careers.suncoastcreditunion.com/benefits
Company Overview Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK! Employees flourish in an inclusive culture celebrating growth and prioritizing the community. For more information, please visit our careers site at https://careers.suncoastcreditunion.com/
#J-18808-Ljbffr