Workforce Analyst

Location
Herndon, Virginia
Posted
Sep 30, 2022
Closes
Oct 29, 2022
Ref
2148
Function
Analyst
Hours
Full Time
Overview

The Workforce Analyst will work as part of a team to provide exceptional member service in a fast-paced environment. This position supports the development and implementation of contact center analytics processes, reports, dashboards and other tools that transform raw data into actionable business insights. Using his/her contact center experience and working knowledge of the contact center performance management tool and familiarity with customer experience and operations, the Analyst partners with the Workforce Manager to analyze call center trends and scheduling needs and to conduct call center forecasting. He/she also partners with the call center leadership to analyze the call center performance, including service level, wait time, and abandon rate.

Responsibilities

  • Collaborate with contact center leadership to develop a workforce strategy, as well as supply/demand modeling
  • Serves as an internal consultant to leadership on workforce planning issues and determine what data is useful to the stakeholders by developing metrics and designing/implementing applicable management reports
  • Responsible for the management of Calabrio Workforce Management Tool as it applies to contact center operations
  • Oversee proactive scheduling of discretionary activities such as training, meeting, overtime, and under time along with reporting employee performance including schedule adherence
  • Forecast call volume demand and other contact demand volume and manage scheduling of sufficiently skilled staff, based on historical and anticipated volume (short-term, medium-term, and long-term strategy)
  • Maintain current and accurate agent skill set inventory and schedule training needs
  • Serve as advisor on potential opportunities or hazards that affect the ability to meet goals
  • Manage these processes efficiently by analyzing and reporting on
  • Collaborate with Workforce Manager to support on all workforce management tasks/responsibilities
  • Prepare contact center performance reports by collecting, analyzing, and summarizing data and trends
  • May assume supervisory responsibilities in absence of Team Lead
  • Perform other duties and assignments as assigned
  • Remains cognizant of and adheres to NWFCU policies and procedures as well as regulations pertaining to the Bank Secrecy Act (BSA)

Qualifications

Required:
  • Bachelor's degree or equivalent work experience
  • Minimum of 2 years of workforce management experience working in a medium or large call center
  • Excellent communication, interpersonal, listening, and problem solving skills
  • Ability to multi-task with a variety of applications and systems
  • Ability to use good judgment in making decisions
  • Demonstrated ability to provide exceptional member service
  • Demonstrated excellent time management and prioritization skills
  • Expertise with Microsoft Office suite of products, especially Word, Excel and Outlook
  • Ability to communicate with tact and diplomacy with both internal and external customers
  • Ability to work both onsite and remote
  • Ability to work flexible hours based on business needs: M-F 7AM - 7PM and Saturday 8AM - 1PM

Preferred:
  • Working knowledge of Calabrio workforce management tool and/or CISCO Unified Contact Center Express Administration/Reporting; or another call center workforce management software

As a COVID-19 safety measure, our employees must provide vaccination status and follow all safety protocols, which may include testing.

EEO Notice

Northwest Federal Credit Union is an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status or any other classification protected by law.

NWFCU complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Department at 703-709-8900 or HRDepartment@nwfcu.org.