WFM Strategic Initiatives Manager

Velera; United States; Remote; USD 67,000 - 87,000; Full time

Job summary

A leading company is seeking a WFM Strategic Initiatives Manager to serve as a workforce management expert. The role involves forecasting staffing needs, leading scheduling functions, and analyzing data to improve operations. Candidates should have a strong background in statistical analysis and project management. This position offers competitive pay and comprehensive benefits, emphasizing a commitment to diversity and inclusion.

Benefits

Medical with telemedicine

Dental and Vision

Paid Time Off (PTO)

401k (with employer match)

Tuition Reimbursement

Qualifications

• Five years of experience forecasting in a multi-contact type center environment.
• Three years NICE IEX TotalView or workforce/scheduling software experience.

Responsibilities

• Forecast staffing requirements to meet service levels.
• Direct and lead scheduling functions for employee engagement.
• Analyze production-related data to recommend improvements.

Skills

Forecasting

Statistical Analysis

Project Management

Education

Bachelor’s Degree in related field

Master’s degree in statistical analysis

Tools

NICE IEX TotalView

Job description

WFM Strategic Initiatives Manager page is loaded

WFM Strategic Initiatives Manager

Apply locations Remote-USA time type Full time posted on Posted 20 Days Ago job requisition id 8052

Join the People Helping People

PSCU/Co-op Solutions is now Velera! PSCU and Co-op Solutions became a single entity on January 2, 2024, and our new company name was announced on May 7, 2024. Our new brand represents our combined company’s shared mission and unique ability to drive velocity and positive momentum for credit union success in a new era of financial services.

The Opportunity

The WFM Strategic Initiatives Manager serves as a workforce management subject matter expert, coordinates internal projects and assists in areas of need & importance. Incumbent will work in close partnership with leadership and management to ensure business needs are met in all locations/sites to improve client satisfaction, employee satisfaction, and efficiency. Incumbent will also be responsible for maintaining relationship with internal partners related to workforce management.

Day in the Life

• Forecast short and long-term staffing requirements in order to meet service levels and standards; Use required modeling solutions to accurately forecast incoming contacts (cardholder calls and mail volumes), average handle times, average handle time, attrition, utilization, schedule adherence, shrinkage, and occupancy rates.

• Deliver required staffing forecasts for annual budgeting along with revisions based on changing planning initiatives.

• Direct and lead all aspects of scheduling function to exhibit outstanding processes to level employee engagement and service level efficiencies to drive occupancy and financial ascendancy.

• Provide staffing resource plans and associated meetings to ensure that operations is accurately staffed and within budget for all front line staff positions within the Contact Center Services & Solutions; Partner with the Workforce Manager, Training, Human Resources, and Operations Management to ensure timely recruiting and training of staff additions and replacements.

• Use information from other divisions to forecast impact of business continuity plans, conversions, etc. and provide associated staffing requirements given all constraining parameters; Partner with key stakeholders and develop recommendations for unusual/changing conditions, emergencies, or other circumstances that may warrant management attention and/or changes to existing processes within CCSS, FDWC, and/or DOC.

• Analyze pertinent production related statistical data, making recommendations for improvement; Respond to requests for analysis regarding staffing conditions within the division; Actively participate in operational discussions and provide analysis and insight on “what if” scenarios.

• Provide reconciliations of forecast to clear identify drivers of variances and impacts to service level results. Utilize this information to improve the forecasting/staffing processes.

• Implement Change Control process for CCSS, FDWC, and/or DOC considering all stakeholder groups.

• Ability to provide guidance on setup and administration of ACD systems to drive desired business results

• Knowledge and practical ability on system administration for the NICE/IEX TotalView workforce management application.

• Perform other duties as assigned.

Qualifications

• Bachelor’s Degree in related field (Advanced Mathematics, Statistics, Finance, or Business Management) or equivalent combination of education and experience required.

• Master’s degree in statistical analysis preferred.

• Five (5) years of experience forecasting in a multi-contact type center environment required.

• Three (3) years NICE IEX TotalView or workforce/scheduling software experience required.

About Velera

At Velera we are committed to fostering a workplace where every employee feels valued, respected, and connected. We understand, attract and engage a diverse workforce where every employee can live up to their full potential; ensuring that our employee base reflects the consumers we serve. The result of this effort is an inclusive environment where diverse talent thrives. We strive to foster a safe and inclusive work environment for people to bring their authentic selves in order to build a better community within our company and with our partners. Learn more about our commitment to Diversity, Equity, and Inclusion HERE !

Pay Equity

$67,700.00

to

$86,300.00

Actual Pay will be adjusted based on experience and other job-related factors permitted by law.

Great Work/Life Benefits!

• Competitive wages

• Medical with telemedicine

• Dental and Vision

• Basic and Optional Life Insurance

• Paid Time Off (PTO)

• Maternity, Parental, Family Care

• Community Volunteer Time Off

• 12 Paid Holidays

• Company Paid Disability Insurance

• 401k (with employer match)

• Health Savings Accounts (HSA) with company provided contributions

• Flexible Spending Accounts (FSA)

• Supplemental Insurance

• Mental Health and Well-being: Employee Assistance Program (EAP)

• Tuition Reimbursement

• Wellness program

• Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions

Velera is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

Velera is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following"EEO is the Law" Poster and the"EEO is the Law" Poster Supplement . Velera will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.

Velera is an E-Verify Employer. Review the E-Verify Poster here (English and Spanish). For information regarding your Right To Work, please click here (English and Spanish poster).

As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at [e-mail] for assistance.

An Inclusive Atmosphere Where Possibilities are Delivered

“Our Momentum. Your Moment.” At Velera, the nation’s premier payments credit union service organization (CUSO) and an integrated financial technology solutions provider, you’ll find it’s your time to join our exceptional culture and shine.

If you want to help shape an industry, challenge yourself and invest in your future, you’ve come to the right place. Velera is a highly accessible environment where you’re empowered to think on your feet, work from your heart and discover the very best version of your professional and personal self.

Your Voice Matters and Your Contributions are Rewarded

You’ll be glad to know that you don’t have to wait your turn for the best opportunities to present themselves at Velera. Our atmosphere is designed for those who have a curious mindset and aren’t afraid to challenge the status quo. We invite you to bring your voice to our diverse team and take advantage of the wide variety of resources available to you.

Powered by supportive leadership and innovative technology, we have exceptional learning, training and leadership development programs, as well as online courses to help you claim the brighter, more meaningful future you’ve always imagined.

We Help Credit Unions Deliver Possibilities

Velera has a proud history as an empowering resource for credit unions and their members, enabling them to optimize operations and realize sustained success.

How have we done that? It starts by investing heavily in leading-edge technological innovations. It continues by building a track record of quality service and having the courage to lead. Now, as we continue to grow and help our credit unions prepare for the future, we’re well-positioned to build on our exhilarating momentum.

Committed to service excellence and focused on innovation, Velera’s payment processing, risk management, data and analytics, loyalty programs, digital banking, marketing, strategic consulting and mobile platforms help deliver possibilities and seamless member experiences. Comprehensive, 24/7/365 member support is provided by contact centers located throughout the United States.

• Service Excellence – Delivering the Best

We provide credit unions and their members with state-of-the-heart service.

• Security – Protecting Vital Interests

We stop threats before they can cause damage.

• Digital Solutions – Presenting the Future

We make it possible for members to conveniently experience the best in credit union services.

• Strategic Growth – Opening New Opportunities

As the perfect partner with all the right tools, we help credit unions achieve their goals.