WFM Scheduling Analyst

Overview

Compensation: $45,000 - $64,000 based on experience and credentials

Schedule: Monday through Friday 8:30 AM - 5:30 PM (flexible hybrid)

The Workforce Management Scheduling Analyst manages accurate staffing schedules based on call volume patterns and trends, attrition rates, and contact center productivity. This individual provides methods to maximize staffing resources to reduce operating costs and increase schedule efficiency. Key responsibilities include conducting schedule analyses, verifying the accuracy of reports or statistics, making staffing recommendations, and creating short-term or long-term call volume forecasts. An ideal candidate is an analytical individual with the ability to make operational decisions and staffing adjustments due to unexpected changes in call volume or business needs.

Responsibilities

• Plan and develop schedules to ensure staffing requirements and commitments are fulfilled
• Maintain staffing roster
• Recommend new hire classes based on staffing numbers and requirements
• Determine the capacity to approve paid time off (PTO) and volunteer time off (VL) requests balancing personnel needs and staffing requirement
• Monitor nonproductive time off (sick leave, vacation leave, and tardiness) and ensure off-the-phone activities are planned
• Analyze current staffing statistics (efficiency, SLA, abandon) to determine staffing adjustment opportunities, recommend and implement necessary changes
• Coordinate operational needs for overtime or off-phone activities considering the current staffing level compared to the requirement
• Project future staffing needs based on turnover trends, forecasting shrinkage, and business requirements
• Prepare and communicate schedules based on forecasts and allocations
• Maintain staff scheduling policies and procedures
  
  

Qualifications

• Bachelor’s degree in business administration or a related field (A comparable combination of work experience and training may be substituted for education requirements)
• 2 years of Workforce Management experience in a contact center environment
• Experience with real-time analytics, staffing, scheduling, and metric analysis
• Demonstrated knowledge and experience with Workforce Management technology
• Experience analyzing, interpreting, and summarizing complex data related to contact center technology
• Experience presenting reports, trends, and recommendations to key stakeholders
• Ability to work outside of regular business hours, including weekends
• Ability to prioritize tasks, deal effectively with competing and changing priorities to meet deadlines
• Accurate, detail-oriented, and organized with task management
• Ability to analyze and resolve complex problems
• Proficient written, verbal, and interpersonal communication skills to interact effectively with members, staff, vendors, and government regulators
• Ability to communicate information requiring explanation or interpretation
  
  

Benefits

• Financial Well-Being: Bonus Program up to 12%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts
• Wellness: Medical Coverage, Dental and Vision Coverage, Access to 4,000 Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage
• Work-Life Balance: 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO
• Community Involvement: Paid Volunteer Hours
• Growth: Degree Assistance up to $5,000 per year
  
  

For more information, including additional benefits, please visit our benefits website at https://careers.suncoastcreditunion.com/benefits

Company Overview

Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK! Employees flourish in an inclusive culture celebrating growth and prioritizing the community.

For more information, please visit our careers site at https://careers.suncoastcreditunion.com/