Call Center Workforce Planner & Real-Time Scheduler

Civic Federal Credit Union; Raleigh (NC); On-site; USD 70,000 - 90,000; Full time

Job summary

Civic Federal Credit Union is seeking a Workforce Management Analyst to ensure efficient resource allocation for our call center, forecasting volumes and creating staffing schedules to meet service targets. The role requires strong data skills, communication, and the ability to thrive in a fast-paced environment.

The successful candidate will forecast trends, implement staffing strategies, monitor performance metrics, and partner with operations to align workforce plans with business goals.

Qualifications

• Minimum 4 - 6 years of call center experience.
• Experience working with workforce management tools and software (e.g., NICE IEX, Verint, Genesys or similar).
• Proven ability to analyze performance data and implement effective workforce solutions.
• Strong understanding of workforce metrics such as ASA, AHT, and FTE.
• Excellent problem-solving skills and the ability to make decisions under pressure.
• Ability to function in a Consumer business office environment and utilize standard office equipment.
• Travel required sometimes.

Responsibilities

• Analyzes historical call volume data to accurately forecast future trends and staffing needs.
• Develops and implements staffing models to ensure service level goals are met.
• Creates dynamic staff schedules that align with forecasted call volumes and business objectives.
• Adjusts schedules in real-time to address unexpected fluctuations in call volumes.
• Monitors key workforce metrics, including service levels, occupancy, adherence, and shrinkage.
• Provides actionable insights from performance data to enhance operational efficiency.
• Addresses challenges such as surges in call volume or unexpected absenteeism with quick and effective solutions.
• Recommends staffing changes or process improvements based on thorough data analysis.
• Partners with operations teams to align workforce strategies with business goals.
• Trains and mentors team members on workforce management tools and best practices.
• Takes ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.

Skills

Call center experience

Workforce management analytics

Data-driven decision making

Problem solving

Team collaboration

Physical stamina

Travel readiness

Tools

NICE IEX

Verint

Genesys

Job description

Civic Federal Credit Union is seeking a Workforce Management Analyst to ensure efficient resource allocation for our call center, forecasting volumes and creating staffing schedules to meet service targets. The role requires strong data skills, communication, and the ability to thrive in a fast-paced environment.

The successful candidate will forecast trends, implement staffing strategies, monitor performance metrics, and partner with operations to align workforce plans with business goals.