As the nation's largest community credit union, we begin every day focused on delivering superior financial products and services for our 1.3 million members and more than $30 billion in managed assets. Our work has an economic impact as we support our members' financial goals. We are unapologetic about being devoted to our members and the communities we serve. Our business is guided by our people helping people philosophy – which includes our team members.
BECU has been in business for more than 85 years, driven by unwavering core values and a dedication to improving the communities we serve. While we have a rich history, the future of our company, accelerated by business and technology transformation, is even brighter. There's never been a better time to work for BECU.
To learn more visit becu.org/careers.
PAY RANGE
The Target Pay Range for this position is $124,300.00-$151,700.00 annually. The full Pay Range is $96,700.00 - $179,300.00 annually. At BECU, compensation decisions are determined using factors such as relevant job-related skills, experience, and education or training. Should an offer for employment be made, we will consider individual qualifications. In addition to your salary, compensation incentives are available for the hired applicant. Incentives are performance based and targets vary by role.
BENEFITS
Employees and their eligible family members have access to a wide array of employee benefits, such as medical, dental, vision and life insurance coverage. Employees have access to disability and AD&D insurance. We also offer health care and dependent care flexible spending accounts, as well as health savings accounts, to eligible employees. Employees are able to enroll in our company’s 401k plan and employer-funded retirement plan. Newly hired employees accrue 6.16 hours of paid time off (PTO) on a per pay period basis based on hours worked (up to a maximum of 160 PTO hours per year) and receive ten paid holidays throughout the calendar year. Additional details regarding BECU Benefits can be found here.
IMPACT YOU’LL MAKE:
As the Sr. Manager, Workforce Planning – Contact Center, you will be at the helm of ensuring that our Contact Center is always staffed and equipped to meet the needs of our members. By developing strategic workforce and capacity plans, your expertise will drive operational efficiency and service excellence. You’ll play a key role in building and maintaining data dashboards, providing insightful recommendations, and ensuring that Credit Union and member interests are prioritized through effective workforce oversight. Your leadership and ability to anticipate staffing needs will be crucial to keeping BECU operating smoothly and delivering superior service.
WHAT YOU’LL DO:
- Execute Workforce Strategies: Lead workforce management strategies by analyzing historical data, productivity, and real-time trends to enhance service levels.
- Collaborate with Leadership: Conduct operational review meetings with leadership to analyze performance variance and provide proactive recommendations for improvement.
- Ensure Resource Optimization: Plan and implement resource allocation to meet service goals while aligning with employee development and key business initiatives.
- Lead the Workforce Team: Guide your team in analyzing capacity and activity based on long-term forecast models, ensuring the team’s success in meeting organizational needs.
- Foster Employee Growth: Provide coaching, mentoring, and training to your team, encouraging high performance and conducting timely personnel evaluations.
- Document and Update Guidelines: Ensure all workforce processes are well-documented, providing clear operational guidelines to your team.
- Support Business Analysis: Deliver business cases, analyses, and forecasting to support organizational decisions.
- Manage Reporting & Dashboards: Oversee the preparation and maintenance of performance dashboards, analyzing trends, and providing actionable insights.
- Adapt to System Changes: Stay ahead of system changes, understanding their impact on data and reporting systems, and offer alternate solutions when necessary.
- Drive Reporting Innovation: Analyze data and reporting needs, propose innovative solutions, and ensure data integrity across the organization.
- Take on Additional Responsibilities: Perform other duties as assigned to support the growth and efficiency of BECU.
This isn’t just about ticking off tasks on a list. It's about making a significant, positive change in BECU’s journey, where your contributions are valued, and your growth is continually fostered.
WHAT YOU’LL GAIN:
- Leadership Experience: Lead a team while influencing the strategic direction of workforce planning at BECU.
- Career Development: Opportunities for growth in an innovative environment that values your contributions.
- Impact: Directly contribute to optimizing member services through workforce efficiency.
- Data-Driven Insight: Build expertise in data analytics, forecasting, and reporting to help shape decision-making.
- Collaborative Environment: Work closely with cross-functional teams and BECU leaders, enhancing your professional network.
QUALIFICATIONS:
Minimum Qualifications:
- Bachelor’s degree in business or equivalent work or educational experience required; advanced degree preferred.
- Minimum 6 years of management experience required.
- Minimum 5 years of experience scheduling and forecasting in a Contact Center or Retail environment or in a financial institution with reporting/analytics responsibility required.
- Minimum 3 years of experience with analytical principles and methodologies required.
- Experience with Workforce Management Systems required (Verint products preferred).
- Ability to interact with and influence all levels of BECU employees for planning and communication.
- Excellent conceptual, organizational, and problem-solving skills.
- Strong short- and long-term planning, analytical, and math skills.
- Full-time availability with flexibility for additional hours as needed.
- Ability to work remotely and travel between locations as outlined in BECU guidelines.
Desired Qualifications:
- Experience managing multi-site operations preferred.
JOIN THE JOURNEY:
Ready to make an indelible impact? Eager to be a part of a collaborative and innovative team where your ideas and contributions don’t just fill a role, but fuel the growth and success of BECU? This is more than a job – it’s a chance to elevate your career, skills, and future, all while contributing to the robust technological landscape of BECU.
Embrace the opportunity to grow with us. Apply now, bring your expertise to the table, and let’s achieve excellence together at BECU. Your journey of influence, innovation, and impactful contribution starts now. #BECU #YourGrowth #BECUJourney
EEO Statement:
BECU is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.
