The basic function of this position is to produce staffing requirements to ensure internal and external service level commitments are achieved. This position is also responsible for performing research that's designed to improve business processes and support decisions that contribute to the growth of profitable business.
Demonstrate strong analytical and quantitative skills.
Ability to manage multiple priorities and projects, work in a fast-paced environment and meet deadlines.
Ability to exercise discretion and good judgment in making decisions and interact effectively and positively with all levels of personnel, credit unions and vendors
Ability to work independently
Ability to communicate effectively in both verbal and written formats.
While performing the duties of this Job, the employee is occasionally required to talk, hear, handle, feel and sit.
Specific vision abilities required by this job include close vision.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Solve business problems by entering and extracting information from various applications and systems, manipulating data in spreadsheets; identifying and researching anomalies; and making corrections as needed.
Use information gathered to develop standard reports; draw conclusions about trends, variances (against plan, year-over-year, etc.) and business performance; presents information and distributes reports.
Forecast short and long-term member calls, AHT and project staffing levels required to handle and meet service levels and internal metrics.
Assists the Workforce Manager in all aspects of strategic planning including on-boarding of new clients, new product implementations and integration of all four call centers.
Assist others with conducting business research by gathering data, identifying options, performing analyses, and creating non-routine reports with detailed analyses and/or proposals to create or revise management policies, business processes and services provided to customers.
Work with other departments to coordinate activities and project work in order to ensure the contact center is staffed to meet customer expectations.
Perform other miscellaneous duties as assigned.
's Degree in Statistics, Mathematics, Industrial Engineering or related fields or equivalent combination of education and experience required.
EXPERIENCE / SKILLS:
Ananalytical/problem solving and research skills; effective communication skills for exchanging routine and non-routine information (verbally and in writing); proficiency with personal computers, spreadsheets and database software.
Experience with Resource Planning preferred.
Minimum three (3) years workforce operations experience in a call center/customer service environment preferred.
Scheduling software experience preferred.
IEX TotalView and Symposium/Nortel experience preferred.
PSCU - 19 months ago
Since 1977, PSCU has been a leading provider of traditional and online financial services to credit unions. Today, we represent more than...