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Workforce Planning Representative

Company: SchoolsFirst Federal Credit Union
Location: Tustin
Posted on: January 7, 2021

Job Description:

Position Summary:Under direct supervision, assists the division Vice President or manager in analyzing contact center trends, including call volumes, call patterns, staff productivity, attrition rates, and resource allocation.. Essential Job Functions: Provides Management with staffing forecasts and scheduling plan for Service Delivery Representatives. Assists in analyzing contact center trends, including call volumes, call patterns, staff productivity, attrition rates, and resource allocation. Uses analysis results to forecast call arrival and build staffing and scheduling plans to meet business unit goals and objectives. Monitors call volume of inbound call traffic and ensures Member service needs are met by coordinating and adjusting call volumes in a timely manner. Creates reports that will be used for capacity planning within the contact center. Uses analysis results to forecast call arrival and build staffing and scheduling plans to meet business unit goals and objectives. Coordinates with other departments when outages occur and calls must be redirected. Researches current workforce laws and regulations through government and other journals, publications and manuals. May act as the liaison between the division and department leads; plus, may represent department during meeting with vendors on discussions including the integration of vendor tasks, as well as tracking and review of vendor deliverables. May serve as a subject matter expert on the specified system(s) or application(s) and serve as a point of contact between the business unit and Information Technology. Participates in efforts to collect and analyze metrics utilizing existing internal reporting tools to continually improve workforce practices and reports owned by the business unit. May research, develop and assist with implementation of business unit projects as assigned by the Vice President or manager. All teammembers must comply with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actions. Performs other related duties as assigned or requested. Education:High School Diploma or G.E.D. required.Bachelor''s Degree or equivalent years of experience preferred. Experience:1 to 3 years of related experience required.Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabledby Jobble

Keywords: SchoolsFirst Federal Credit Union, Tustin , Workforce Planning Representative, Other , Tustin, California

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