Workforce Planning & Analytics Analyst

Golden1; Sacramento (CA); On-site; USD 42,705 - 48,216; Full time

Job summary

Golden 1 Credit Union is seeking a Workforce Management Analyst to forecast call volume, develop schedules for 400+ agents, and optimize real-time staffing. You will analyze data from WFM systems and other sources to support staffing decisions and improve service levels.

The role requires a bachelor's degree, 1+ year WFM experience in financial services, proficiency with Power BI/Tableau, and strong collaboration across channels.

Qualifications

• 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.
• Experience supporting multi-channel environments (voice, digital, chat) preferred.
• Experience with business intelligence tools (Power BI, Tableau, Business Objects) and NiCE systems (IEX, CXOne, Nexidia) preferred.

Responsibilities

• 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 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; collaborate with supervisors to address deficiencies.
• Analyze daily performance metrics (logon time, talk time, AHT, calls handled, transfers, schedule adherence).
• Provide analysis for ad-hoc reports (e.g., Quarterly Business Review).
• Recommend solutions to improve workflow efficiency and service levels.

Skills

Forecasting

Scheduling

Data analysis

Collaboration

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 forecast call volume, develop schedules for 400+ agents, and optimize real-time staffing. You will analyze data from WFM systems and other sources to support staffing decisions and improve service levels.

The role requires a bachelor's degree, 1+ year WFM experience in financial services, proficiency with Power BI/Tableau, and strong collaboration across channels.