Job description
Overview:
Compensation: $45,000 - $64,000 based on experience and credentials
Schedule: Monday through Friday 9:30 AM - 6:30 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.
Suncoast Credit Union is consistently chosen as a Top Workplace because its employees genuinely
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LOVEWORK! Employees flourish in an inclusive culture celebrating growth and prioritizing the community. Chartered in 1934, Suncoast has never furloughed any employees. To attract the highest quality candidates, Suncoast Credit Union offers a comprehensive benefits package including, but not limited to:
* COMPETITIVE MARKET SALARIES
* MEDICAL COVERAGE
* PAID TIME OFF
* 11 PAID HOLIDAYS
* PARENTAL LEAVE
* RETIREMENT PLANNING
* DEGREE ASSISTANCE
* BONUS OPTIONS
* ACCESS TO OVER 4,000 GYMS
* FREE IDENTITY THEFT PROTECTION
* PAID VOLUNTEER HOURS
* LEGAL ASSISTANCE
* MENTAL HEALTH RESOURCES
* EMPLOYEE LOAN DISCOUNTS
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Get the benefits you deserve from an organization that cares about your well-being, inside and outside the workplace. Join a team supporting a healthy body, healthy mind, and healthy work-life balance!
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
- 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
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