Workforce Analyst

The Workforce Analyst will be part of our talented remote Contact Center Workforce Management Team. The Workforce Management Team plays an integral role in assuring our members have a smooth experience when calling our Contact Center by overseeing volumes and coordinating appropriate staffing.  The Workforce Analyst ensures adequate coverage of queues through forecasting and scheduling to ensure optimal wait times which impact member and employee experience.  We pride ourselves on delivering world class service in a collaborative and supportive team environment. Our success is dependent upon employees who are self-motivated, dependable, adaptable, team players, and member focused.

S3 STAR Values:

• Service
• Teamwork
• Attitude
• Results

 Location: Remote

TOP JOB RESPONSIBILITIES: 

• Reviews and analyzes historical and current call volumes to prepare and publish agent schedules to ensure staffing levels are sufficient to meet service level agreements (SLAs).
• Coordinates, monitors, and updates agent schedules including adding/updating breaks, adding offline time for casework, trainings, meetings, and other corporate initiatives, validating schedule exceptions, and reviewing schedule change requests. 
• Makes recommendations for staffing and schedules based on volumes, team and department changes such as promotions, reassignments, transfers, turnover, and other business needs and marketplace updates. 
• Assists with planning and forecasting volume needed during partner Marketing promotions, Card Compromises, and other events. 
• Produces and submits reports used for tracking department and agent performance.
• Receives time off/schedule adjustment requests, reviews for approval based on procedure and volumes, responds to the agent with the decision, and makes necessary adjustments in the calendar and schedule. 

Other responsibilities and opportunities: 

• Assists with real-time functions including monitoring daily chat and real-time reports and dashboards, reaching out to management and agents, and making necessary queue adjustments to ensure all queues are functioning above set Service Level goals. 
• Monitors and updates agent attendance including reviewing and tracking daily call out messages, updating the call out/staffing report, and sending report updates to management. 
• Identifies overall trends and patterns of concerning individual behavior regarding attendance, adherence, and availability and relays feedback to management. 
• Updates agent skilling and queues as needed.
• Additional job-related projects and duties as assigned by management.

QUALIFICATIONS & SKILLS:

• 1 year of experience in a call center or other relevant customer service experience, preferably in a credit union or financial industry.
• Experience in a workforce, scheduling, forecasting, or other related position is preferred.
• Experience with Five9 and Community WFM is preferred.
• Ability to respond to change and readily able to adapt to changing priorities and procedures.
• Excellent written and verbal communication.
• Must be highly organized and analytical with strong attention to detail and accuracy.
• Knowledge of credit union operations, including lending, business, online/mobile banking card services, deposit operations, default management/collections and real estate/mortgage servicing is preferred. 
• Proficiency in Microsoft Office (Word, Excel, Outlook). Advanced level in Excel is required.
• Knowledge of SQL and Python Scripting is a plus.

PERKS AND BENEFITS:

• Group medical, dental, and vision coverage insurance
• Generous Paid Time Off
• Up to 11 Paid Holidays Per Year
• 401(k) With Employer Match and Discretionary Contribution
• Employee Referral Program
• Wellness Programs
• Peer-to-Peer Recognition Program
• Salary commensurate with experience with an expected range of $48,000 - $57,000/ annually. 

About S3:

We are excited to share that S3 was named a Top Workplace of 2022 and 2023 through the Baltimore Sun, 2023 Top Workplace in the USA as well as for leadership, and 2023 America’s most loved workplaces by Newsweek. Our commitment to teamwork and a positive attitude enables us to deliver service that generates quality results for our partners. If you join our team, we’ll invest in your learning and development through training programs designed to power your success.  

S3 is a Credit Union Service Organization (CUSO) which is an organization, owned by credit unions. We serve credit unions by supporting their operations and delivering world class service.  We support the credit union members with their loans, deposits and other financial needs to achieve their goals. 

Equal Employment Opportunity 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected status.”

ADA Statement & Requirements

S3 is committed to the full inclusion of all qualified individuals. In keeping with our commitment, S3 will take steps to ensure that people with disabilities are provided reasonable accommodations. 

Work Environment- This position operates in a professional office environment. This role uses standard office equipment such as computers, phones, photocopiers, filling cabinets and fax machines. 

Cognitive Requirements- 

Constantly:     Effectively communicate verbally and in writing; Comprehend materials and follow instructions; Compile, copy and compare information; Analyze and compute information. Problem solving and critical thinking; Exercise good judgement/reasoning and resourcefully solve routine problems; Organize and handle multiple tasks and prioritize; Handle confidential/sensitive information; Exhibit excellent customer service skills

Frequently:     Perform basic mathematical computations; Perform advanced or non-routine mathematical computations; Works independently, little supervision needed; Motivate, lead, influence and collaborate with others both internally and externally

Physical Requirements- 

Constantly:     Sit- Remaining in a seated position for long periods of time; Use hands/fingers for repetitive keyboard & hand motion; Speak coherently

Emotional Effort- Occasional short deadlines. Work environment occasionally hectic with periods of high stress.

Internal/External Interaction- Occurs occasionally with periods of high volume.