Workforce Management 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

Job Title: Workforce Management Analyst

Status: Non-exempt

Reports to: Mgr - MSCC Workforce Management

Department: Member Service Contact Center

Job Code: 4302

Pay Range: $30.76-$35.00/HR

Who We Are

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

Who You Are

You are a detail-oriented and analytical professional who enjoys using data to solve problems, improve operational performance, and support exceptional member experiences. You thrive in a fast-paced environment, balancing forecasting, scheduling, and real-time workforce needs while adapting to changing business demands. You are skilled in reporting and data visualization, leveraging tools such as Power BI to analyze trends, develop actionable insights, and communicate performance results to stakeholders. A collaborative team player, you build strong partnerships across the organization, communicate effectively, and are committed to driving efficiency, accuracy, and continuous improvement.

What You'll Do

• Compile and analyze data from Workforce Management systems and other sources to support staffing and operational decisions.
• Forecast call volume, workload, and staffing needs based on historical trends and business requirements.
• Develop and manage work schedules for approximately 400+ employees, adjusting daily based on attendance, call volume, and operational activities.
• Troubleshoot scheduling issues related to breaks, lunches, and time-off requests; coordinate approvals based on business needs.
• Monitor queues and agent adherence in real time throughout the day; collaborate with supervisors to address deficiencies.
• Analyze daily performance metrics, including logon time, talk time, average handle time, calls handled, transfers, and schedule adherence.
• Provide analysis for ad-hoc reports requested by management (e.g., Quarterly Business Review).
• Recommend solutions to improve workflow efficiency and achieve service level and wait time goals.
• Assist Workforce Management Specialists as needed and support training initiatives for new products or process improvements.
• Ensure compliance with state and federal regulations, including labor laws, bank secrecy, and anti-money laundering requirements.

Qualificiations And Preferences

• Bachelor’s Degree or equivalent work experience required
• 1+ years of progressively responsible workforce management experience within a financial institution, including forecasting, scheduling, capacity planning, and real-time operations required
• Experience supporting multi-channel environments, including voice, digital, and chat channels, in a fast-paced, customer-focused organization preferred
• Experience with business intelligence tools (Power BI, Tableau, Business Objects) and NiCE systems (IEX, CXOne, Nexidia) preferred

Why Join Us

Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed a total rewards philosophy built on; a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion. We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.

Please view the full job description detailing the complete list of duties and expectations for this role by copying this URL into your browser: https://golden1.jdxpert.com/ShowJob.aspx?EntityID=2&id=3328

Disclaimer/Intent And Function Of Job Descriptions

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.