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Form of workJob Description
Candidates must reside within the communities that Travis Credit Union serves: Alameda, Colusa, Contra Costa, Merced, Napa, Placer, Sacramento, San Joaquin, Solano, Sonoma, Stanislaus and Yolo counties. This position is considered hybrid-remote so you must be within a commutable distance to our corporate headquarters in Vacaville, CA.
Summary: Travis Credit Union’s (TCU) Workforce Planner oversees the staffing and scheduling functions of the Contact Center optimizing schedules to support the achievement of service level standards and overall positive member experiences.
Profile:
- Creates reports and tracking on historical data and forecasting that will be used for capacity planning within the Contact Center.
- Analyzes Contact Center trends, call volume, call patterns, attrition rates, shrinkage patterns and resource allocation to identify potential opportunities, needs, issues and problems that could impact business results.
- Analyzes historical data to develop weekly/monthly/quarterly recommendations for scheduling and uses staffing requirements, call center and operations schedules, holiday patterns to determine required staffing levels to ensure the organization’s ability to meet operational commitments.
- Builds, implements, monitors and adjusts Contact Center schedules for staffing variances to ensure service standard levels are met.
- Creates integrated database tracking tools for staffing shrinkage patterns (vacation, sick, training, etc.) to optimize staffing forecasts.
- Assists with the development of presentations for recommendations and process implementations to senior management.
- Assists Contact Center management with implementing call center initiatives, managing utilization trends and proposing operational improvements.
- Ensures planning and staffing is compliant with Federal and State Labor Laws.
- Maintains sound knowledge of industry workforce planning developments including best practices, new process, products and software developments.
Skills:
- Experienced using software to build and maintain complex forecasting models.
- Excellent time management, organizational, prioritization and multi-tasking skills.
- Excellent analytical, interpersonal, verbal and written communications skills.
- Excellent problem solving skills including the ability to use initiative to manage scheduling issues, drive outcomes and make suggestions for improvement. TCU
- Ability to deliver informative and well organized reports that bring operational value ensuring a high level of accuracy and attention to detail.
- Robust in Excel, Word, PowerPoint and accessing databases.
- Ability to evaluate the achievement of goals, objectives and work plans.
- Ability to establish and maintain positive working relationships with a diverse group of people.
- Ability to function well in a high paced and at times demanding environment.
WORKFORCE PLANNER
- Reports directly to AVP, Contact Center.
- Normally receives general instructions on routine work, and detailed instructions on new assignments.
- Education & Experience: BS/BA degree in Business Administration or related field and a minimum of 3 years call center work experience; or equivalent related work experience.
- Other qualifications: Minimum of 4 years of Workforce Management experience.
- Workforce Planning certification a plus.
SENIOR WORKFORCE PLANNER
- Reports directly to assigned department leadership.
- Normally receives little instruction on day-to-day work, and general instructions on new assignments.
- Education & Experience: BS/BA degree in Business Administration or related field, and minimum of 3 years call center experience; or equivalent related work experience.
- Other qualifications: Minimum of 5 years of Workforce Management experience.
- Workforce Planning certification strongly desired.
WORKFORCE PLANNER LEAD
- Reports directly to assigned department leadership.
- Education & Experience: BS/BA degree in Business Administration or related field, and minimum of 3 years call center experience; or equivalent related work experience.
- Other qualifications: Minimum of 7 years of Workforce Management experience.
- Workforce Planning certification required.
Compensation: Base hourly starting range is commensurate with experience.
- Workforce Planner: $30.62 - 37.82
- Senior Workforce Planner: $39.64 - $48.96
- Workforce Planner Lead: $51.33 - $63.41
Our compensation philosophy is based on several factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, and key skills.
At Travis Credit Union, our priority is that our employees and their loved ones are provided with a Total Rewards program that insures their health and welfare safety which allows our employees to focus on the financial welfare of our members and the credit unions objectives. As such, Travis Credit Union offers a robust benefits package to our eligible employees, including competitive medical, dental, and vision insurance, mental health offerings, employee performance incentive plan, merit increases, 401(k) program with immediately vested employer match, generous holiday and vacation policy, and extensive TCU specific perks like employee loan and credit card discounts!
Travis Credit Union is an Affirmative Action Employer
EOE/Individual with Disability/Veteran Status
#traviscu
Why else? We are an EMPLOYER OF CHOICE! We have AWESOME employees! We believe in promoting from within whenever possible and developing our staff. We are passionate about helping people and believe in our mission, "We are dedicated to building lifelong relationships with our members to help them achieve their financial goals." It's quite simple. Travis Credit Union is a great place to work!
Headquartered in Vacaville, California, Travis Credit Union is a not-for-profit, cooperative financial institution serving those who live or work in Solano, Yolo, Sacramento, Placer, San Joaquin, Stanislaus, Napa, Contra Costa, Alameda, Sonoma, Colusa, and Merced Counties. Currently, Travis Credit Union is the 12th largest credit union in California, with over 225,000 members and over $4.2 billion in assets. TCU members can access their accounts at 24 convenient branch locations, at 35,000 free CO-OP Network® ATMs, through secure, easy-to-use Online Banking, our mobile app for Apple® iPhone® or by telephone using our Call-24 Phone Banking. As one of the leading financial institutions in Solano, Contra Costa, Yolo, Napa, and Merced Counties, Travis Credit Union's strength lies in its faithful commitment to its members; its solid, secure history; and its long-standing track record of dedicated service.
BENEFITS We offer medical, dental, vision, life insurance, FSA, vacation/sick/holiday pay, matching 401(k) with 100% vested immediately, educational assistance and annual bonus for all regular full-time employees. Plus a few fun perks like our gym, ping pong table, and a rest and relaxation room that are available at Corporate Headquarters.
To view a more detailed job description, learn more about TCU and apply, visit: https://jobs.jobvite.com/travis-credit-union
TCU is a drug-free workplace. Pre-employment screening is required.
Visit www.traviscu.org for a full list of our current openings
EOE/Individual with Disability/Veteran Status
