Workforce Intelligence & Scheduling Analyst

Golden 1 Credit Union; Sacramento (CA); On-site; USD 88,145,736 - 100,289,280; Full time

Job summary

Golden 1 Credit Union is seeking a Workforce Management Analyst to support staffing, forecasting, and real-time operational decisions within the Member Service Contact Center. You will analyze call volume, manage schedules for 400+ agents, and deliver insights using Power BI to improve service levels and efficiency.

In this non-exempt role, you will collaborate across teams, monitor performance metrics, and ensure compliance with relevant regulations while driving continuous improvement in

Qualifications

• Bachelor’s Degree or equivalent work experience required.
• 1+ years of progressively responsible workforce management experience within a financial institution; forecasting, scheduling, capacity planning, and real-time operations.
• Experience with multi-channel environments (voice, digital, chat) preferred.
• Experience with business intelligence tools (Power BI, Tableau, Business Objects) and NiCE systems preferred.

Responsibilities

• Compile and analyze data from Workforce Management systems to support staffing decisions.
• Forecast call volume, workload, and staffing needs based on historical trends.
• Develop and manage work schedules for 400+ employees, adjusting daily based on attendance and volume.
• Troubleshoot scheduling issues and coordinate approvals based on business needs.
• Monitor queues and agent adherence in real time; address deficiencies with supervisors.
• Analyze daily performance metrics (logon time, talk time, average handle time, calls handled).
• Provide analysis for ad-hoc reports requested by management.
• Recommend solutions to improve workflow efficiency and service levels.
• Assist Workforce Management Specialists and support training initiatives.
• Ensure compliance with state and federal regulations including labor laws and AML.

Skills

Forecasting

Scheduling

Data analysis

BI tools

Communication

Education

Bachelor’s Degree or equivalent

Tools

Power BI

Tableau

Business Objects

NiCE systems (IEX, CXOne, Nexidia)

Job description

Golden 1 Credit Union is seeking a Workforce Management Analyst to support staffing, forecasting, and real-time operational decisions within the Member Service Contact Center. You will analyze call volume, manage schedules for 400+ agents, and deliver insights using Power BI to improve service levels and efficiency.

In this non-exempt role, you will collaborate across teams, monitor performance metrics, and ensure compliance with relevant regulations while driving continuous improvement in