WorkForce Management Analyst

US-KS-Lenexa-Corporate Administrative Office

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Job Description

CommunityAmerica Credit Union, one of Kansas City’s 2013 Best Places to Work, isn’t just another job. It’s about careers, and working for a higher calling, a noble cause — helping Kansas Citians reach their financial dreams! We’re seeking a qualified candidate who can build on the tremendous success we’ve had that truly makes us one of the best places to work! Ready to work hard and play hard? Take a look and apply below!

GENERAL FUNCTIONS: 

Manage all intraday management processes in support of operations to achieve the business objective of achieving business service level objectives and maximizing efficiency and occupancy for contact center and branches.

 

PRINCIPLE ACCOUNTABILITIES:

  1. Administration of WorkForce Management System
  2. Track, analyze and report center and agent performance with reports from Community and the ACD.
  3. Analyze and report historical data and trends and develop forecast models
  4. Generate long-term and short-term forecasts
  5. Manage intraday staffing levels
  6. Monitor real-time Community Adherence Alerts
  7. Manage proactive approval and denial of discretionary activities; such as vacation, trainings meetings for both the contact center and branch locations to increase service levels
  8. Monitor real-time ACD agent work state reports
  9. Administration of intraday schedule changes
  10. Communicate identified intraday risks to management
  11. Promotes honest and open communication throughout the credit union.
  12. Perform other duties as assigned.

Skills & Requirements

KNOWLEDGE, SKILLS AND ABILITIES:

  1. Extensive knowledge of contact center operations and call statistics
  2. Expert level background using MS Excel
  3. Experience using Community WFM system beneficial
  4. Excellent communication skills and ability to communicate across multiple channels
  5. Demonstrated ability to create a forecast, measure forecast accuracy and readjust a forecast when necessary
  6. Demonstrated ability to generate optimized schedules, and understands scheduling templates, shift limitations and compliancy issues.
  7. Strength in decision making and problem resolution skills
  8. Must display strong organizational skills.
  9. Ability to communicate effectively in writing and orally.
  10. Ability to resolve interpersonal conflict and miscommunications.
  11. Must be able to be bonded.

 

PHYSICAL ACTIVITIES:

In this position, individual will be expected to lift up to 20 pounds from time to time.  Also, must be able to stoop, bend, reach, stand, sit and use a computer for extended periods of time.

 

WORKING CONDITIONS:

This position is expected to work in general office environment and may have to travel for visits to other credit union facilities or for training purposes.

 

EDUCATION/EXPERIENCE REQUIREMENTS:

At least one year of call center experience necessary. Bachelor’s degree in a related field a plus. Minimum two years of workforce management experience or equivalent desired.   

 

EOE