Title: Workforce Management Analyst

Reports to: Director of Member Engagement

Supervises: NA

Status: Non-Exempt

Objective

The Workforce Management Analyst supports Member Care through data analytics, resource management, and by delivering real-time intraday support with the purpose of optimizing resources to achieve business objectives. The position is tasked with developing schedule efficiencies while carefully considering business, member, and associate needs.

Duties and Responsibilities

• Executes daily, weekly, and monthly scheduling and reporting activities

• Forecasts short and long-term staffing models to determine future needs and scheduling deficiencies

• Compares forecasting to actuals and makes recommendations to address unexpected surges in volume and member trends

• Produces call and member volume forecasts on a daily, weekly, monthly and annual basis for all member facing areas of the business

• Analyzes results, identifies trends, and communicates key findings to the Director of Member Engagement and supporting partners

• Using data, trends, and real-time monitoring via available tools, makes intraday recommendations to scheduling to maximize resource efficiency and achieve service level goals and business objectives

• Creates plans addressing absenteeism, shrinkage, meetings, required training, offline time, and coaching sessions

• Helps drive consistent message, infusing Member Service into all aspects of KEMBA’s culture, including direct communication with associates as appropriate

• Assists management in reviewing and establishing process, service standards, and training as needed

• Performs all duties in a manner that is fully compliant with applicable industry regulations as well as KEMBA policy and procedures

• Develops an understanding of Credit Union history, philosophy, organization, policies, and operational procedures

• On a self-direct basis, continues to improve individual level of competency through training and certification on established educational programs

• Relates to other people beyond giving and receiving instructions:

o Gets along with coworkers or peers without exhibiting behavioral extremes

o Responds appropriately to criticism from a supervisor

• Performs other duties as required by management

Required Qualifications

• Associate’s or bachelor’s degree in a business-related field or equivalent combination of education and experience
• Minimum of two (2) years of experience working in a call center environment
• Minimum of one (1) year experience in workforce administration
• To be successful in this role, the ideal person for this position must:
• Be passionate about service excellence for both external and internal members
• Possess strong interpersonal skills and be able to effectively communicate using a variety of mediums
• Can work independently and in a team-oriented, collaborative environment
• Can interpret and analyze market research, trends, and data
• Consistently exhibit solid decision making and sound judgment in problem solving
• Possess strong organizational and analytical skills and attention to detail
• Can manage multiple priorities simultaneously

Desired Qualifications

• Prior experience in a financial or banking institution

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of the job, the employee is regularly required to sit; use hands to manipulate, handle, feel, and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus.

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