Workforce Management Team Lead
CO-OP Member Center, a CO-OP Financial Services company, provides a flexible 24/7 call center solution for credit union member services and loan services, including by-phone, Internet and indirect lending.
As a leader in our industry, we strive to maintain our high quality levels and superior customer service by hiring qualified individuals who share our philosophy and exhibit the same attitude with coworkers and members alike.
CO-OP Member Center is currently recruiting for a Workforce Management Team Lead of Forecasting and/or Planning to join our team in the Dallas-Fort Worth area. This position is an Exempt Full-time position.
Although not an inclusive list, a Workforce Management Team Lead of Forecasting and Planning is responsible for performing the following:
ESSENTIAL JOB FUNCTIONS
Create short and long term staffing forecasts.
Maintain staffing plans, and develop hiring plans for long and short range planning efforts.
Define short and long-term staffing projections across multi-skill environment, for all contact types based on business requirements, historical data and future trends.
Provide analysis and recommendations to improve staffing levels and efficiency.
Provide support in managing day-to-day operations, by monitoring real time adherence to schedules, service levels and phone volumes, in conjunction with the Workforce Management Analysts.
Review hiring plans with management during staff planning meetings. Facilitate, as needed.
Identify business trends and opportunities through analysis of historical data and knowledge of company processes.
Advocate for both employee satisfaction and business needs.
Collaborate with Workforce Management Analysts and Call Center Team for process improvement.
Develop/generate reports to enhance call center metrics and optimize staffing.
Collaborate with other departments, Member Center personnel and customers to identify opportunities for resource utilization as well as overall business objectives.
Prepare Ad Hoc reports on key performance metrics from Workforce Management data including service level, adherence to schedules and time/queue utilization.
Provide analysis of forecasts and trends to recommend changes in scheduling, reduce variances, and increase effective use of staff resources in meeting productivity goals and objective.
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.
EDUCATION and/or EXPERIENCE
High school diploma or equivalent required, some post high school education desirable
Minimum of two years experience in forecasting and scheduling in a call center environment required.
2+ years workforce management experience preferred in a multi-skill environment including experience in trend analysis;
SKILLS AND ABILITIES
Strong analytical and mathematical skills.
Strong verbal and written communication skills.
Strong knowledge of applicable workforce management systems (i.e. ADAPT I3 Optimizer, GMT, Avaya).
Intermediate to advanced computer skills (i.e., Word, Excel, PowerPoint and Internet navigation).
Ability to understand data organization and elements.
Ability to accurately interpret information as well as demonstrate satisfactory problem solving skills and application of good judgment and decision making.
Ability to work efficiently both independently and as part of a team.
Strong leadership skills.
Ability to organize and prioritize work to meet deadlines; strong multi-tasking skills.
Ability to comprehend and apply program policies and procedures in an effective manner.
Ability to communicate effectively, conduct meetings and deliver formal presentations.
Ability to understand and explain CO-OP Member Center products and process knowledge.
Ability to practice regular, punctual and consistent attendance.
This description does not contain a comprehensive list of all duties, activities or responsibilities that may be assigned. Other duties, activities and responsibilities may be assigned due to job function changes and business needs. The company reserves the right to amend or modify this job description at any time.
If you possess the right skills and experience and desire the opportunity to join a passionate, dedicated team of professionals supporting the credit union industry, please submit your application. Please be advised that drug testing and criminal background check may be required.
CO-OP Member Center offers a competitive salary, lucrative incentive program and comprehensive benefit plans. CO-OP Member Center is an Equal Opportunity Employer.