Analyst - Workforce

Texas Dow Employees Credit Union

Sugar Land, TX, US
**
Call center workforce management
Volume and staffing forecasting
Real-time monitoring of calls and agents
** Texas Dow Employees Credit Union is seeking a Workforce Analyst to enhance member care operations through effective data analysis, forecasting, and workforce management. The ideal candidate should possess experience in call center workforce management and proficiency in various analytical tools, while being able to communicate effectively within a hybrid work environment. **

Job Summary

  • Forecasts volume and staffing requirements utilizing knowledge of internal TDECU operations, upcoming product rollout schedule, and all other organizational changes.
  • Monitor incoming calls, agent availability, and workload distribution in real-time, including tracking call queues, agent adherence to schedules, and adjusting staffing levels as needed to meet service level agreements (SLAs).
  • Optimizes the use of technology and workforce management techniques to improve member care and branch efficiency & effectiveness.

Matching Summary

Match Score: 75

** Texas Dow Employees Credit Union is seeking a Workforce Analyst to enhance member care operations through effective data analysis, forecasting, and workforce management. The ideal candidate should possess experience in call center workforce management and proficiency in various analytical tools, while being able to communicate effectively within a hybrid work environment. **

Skills & Requirements

Must-have

  • Call center workforce management
  • Volume and staffing forecasting
  • Real-time monitoring of calls and agents
  • Workforce management techniques
  • MS Excel intermediate to advanced skills

Nice-to-have

  • Improve overall quality and efficiency
  • Optimize technology use
  • Community relations activities
  • Bank Secrecy Act compliance

Key Requirements

  • Bachelor's degree or equivalent experience
  • 2-3 years call center workforce management experience
  • Experience with Telephony systems
  • Experience with Workforce Management systems
  • Experience with data visualization tools strongly preferred

Work Rights

Not specified

Tailored Resume

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