WFM Strategic Initiatives Manager

Join the People Helping People

PSCU/Co-op Solutions is now Velera! PSCU and Co-op Solutions became a single entity on January 2, 2024, and our new company name was announced on May 7, 2024. Our new brand represents our combined company’s shared mission and unique ability to drive velocity and positive momentum for credit union success in a new era of financial services.

• Forecast short and long-term staffing requirements in order to meet service levels and standards; Use required modeling solutions to accurately forecast incoming contacts (cardholder calls and mail volumes), average handle times, average handle time, attrition, utilization, schedule adherence, shrinkage, and occupancy rates.

• Deliver required staffing forecasts for annual budgeting along with revisions based on changing planning initiatives.

• Direct and lead all aspects of scheduling function to exhibit outstanding processes to level employee engagement and service level efficiencies to drive occupancy and financial ascendancy.

• Provide staffing resource plans and associated meetings to ensure that operations is accurately staffed and within budget for all front line staff positions within the Contact Center Services & Solutions; Partner with the Workforce Manager, Training, Human Resources, and Operations Management to ensure timely recruiting and training of staff additions and replacements.

• Use information from other divisions to forecast impact of business continuity plans, conversions, etc. and provide associated staffing requirements given all constraining parameters; Partner with key stakeholders and develop recommendations for unusual/changing conditions, emergencies, or other circumstances that may warrant management attention and/or changes to existing processes within CCSS, FDWC, and/or DOC.

• Analyze pertinent production related statistical data, making recommendations for improvement; Respond to requests for analysis regarding staffing conditions within the division; Actively participate in operational discussions and provide analysis and insight on “what if” scenarios.

• Provide reconciliations of forecast to clear identify drivers of variances and impacts to service level results. Utilize this information to improve the forecasting/staffing processes.

• Implement Change Control process for CCSS, FDWC, and/or DOC considering all stakeholder groups.

• Ability to provide guidance on setup and administration of ACD systems to drive desired business results

• Knowledge and practical ability on system administration for the NICE/IEX TotalView workforce management application.

• Perform other duties as assigned.

Qualifications

• Bachelor’s Degree in related field (Advanced Mathematics, Statistics, Finance, or Business Management) or equivalent combination of education and experience required.

• Master’s degree in statistical analysis preferred.

• Five (5) years of experience forecasting in a multi-contact type center environment required.

• Three (3) years NICE IEX TotalView or workforce/scheduling software experience required.

About Velera

At Velera we are committed to fostering a workplace where every employee feels valued, respected, and connected. We understand, attract and engage a diverse workforce where every employee can live up to their full potential; ensuring that our employee base reflects the consumers we serve. The result of this effort is an inclusive environment where diverse talent thrives. We strive to foster a safe and inclusive work environment for people to bring their authentic selves in order to build a better community within our company and with our partners.   Learn more about our commitment to Diversity, Equity, and Inclusion HERE!

Pay Equity

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Actual Pay will be adjusted based on experience and other job-related factors permitted by law.

Great Work/Life Benefits!

• Competitive wages

• Medical with telemedicine

• Dental and Vision

• Basic and Optional Life Insurance

• Paid Time Off (PTO)

• Maternity, Parental, Family Care

• Community Volunteer Time Off

• 12 Paid Holidays

• Company Paid Disability Insurance

• 401k (with employer match)

• Health Savings Accounts (HSA) with company provided contributions

• Flexible Spending Accounts (FSA)

• Supplemental Insurance

• Mental Health and Well-being: Employee Assistance Program (EAP)

• Tuition Reimbursement

• Wellness program

• Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions

Velera is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

Velera is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following "EEO is the Law" Poster and the "EEO is the Law" Poster Supplement. Velera will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.

Velera is an E-Verify Employer. Review the E-Verify Poster here (English and Spanish). For information regarding your Right To Work, please click here (English and Spanish poster).

As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at recruiters@velera.com for assistance.