Contact Center Scheduler (Workforce Planner)

LGFCU & CIVIC CULTURE

Our organizations believe we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins.

ABOUT THE POSITION

As a Workforce Planner, you will play an important role in ensuring the efficient and effective allocation of resources to meet our call center's service level targets. You will be responsible for forecasting call volumes, creating staffing schedules, monitoring real-time adherence, and analyzing data to optimize workforce productivity. The successful candidate will have a strong analytical mindset, excellent communication skills, and the ability to thrive in a fast-paced environment.

NORMAL DAY-TO-DAY WORK

1. Forecast call volumes and staffing requirements based on historical data, trends, and business needs.
2. Create and maintain accurate staffing schedules to ensure optimal coverage and service level targets are met.
3. Monitor real-time adherence to schedules and make necessary adjustments to optimize productivity.
4. Analyze call center data and provide insights to identify opportunities for improving operational efficiency and performance.
5. Collaborate with Member Experience Managers and Leads to identify and address staffing gaps and operational challenges.
6. Develop and maintain effective communication channels with Experience Center Representatives, providing timely updates on schedules and any changes.
7. Maintain and update workforce management systems and tools to ensure accurate and up-to-date information.
8. Conduct regular evaluations of forecasting models, workforce management processes, and scheduling methodologies to drive continuous improvement.
9. Stay updated with industry trends and best practices in workforce management to enhance overall call center performance.
10. Assist in training and mentoring new workforce planners to ensure a high level of competency within the team.
11. Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.

JOB QUALIFICATIONS

Here are a few skills you MUST have to be qualified for this position.

1. Minimum 4 - 6 years of member/customer service experience in a banking environment, including 1 - 3 years of experience as a Workforce Planner or in a similar role within a call center environment.
2. Proficient in using workforce management software and tools.
3. Strong knowledge of call center metrics and performance indicators.
4. Ability to work flexible hours, including evenings and weekends as needed.
5. Excellent problem-solving and decision-making skills.
6. Strong analytical skills with the ability to interpret data and trends.
7. Excellent communication and interpersonal skills.
8. Detail-oriented and highly organized.
9. Ability to lift a minimum of 25 lbs. (file boxes, computer printer).
10. Travel required sometimes.

Here are a few qualities we'd LIKE for you to have to make you more suited for this position.

1. Certification in Workforce Management or related field is a plus.
2. Proven record of effectively interpreting data to enhance business processes.

If you have questions about this position description, please feel welcome to ask. You can reach our HR Department at:

LGFCU Human Resources

3600 Wake Forest Road, Raleigh, NC 27609

careers@lgfcu.org

PI256173461