Analyst - Workforce

Texas Dow Employees Credit Union

Sugar Land, TX, USA
Hybrid (3 days onsite, 2 days remote)
Workforce planning
Call volume forecasting
Scheduling and reporting
Texas Dow Employees Credit Union is seeking an Analyst for their Workforce team in Sugar Land, TX. The role involves managing call center operations, forecasting staffing needs, and optimizing member care efficiency. Candidates should have experience in workforce management and strong analytical skills

Job Summary

  • Forecasts volume and staffing requirements utilizing knowledge of internal TDECU operations and upcoming product rollout schedules.
  • Monitors incoming calls, agent availability, and workload distribution in real-time, 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: 85

Texas Dow Employees Credit Union is seeking an Analyst for their Workforce team in Sugar Land, TX. The role involves managing call center operations, forecasting staffing needs, and optimizing member care efficiency. Candidates should have experience in workforce management and strong analytical skills.

Skills & Requirements

Must-have

  • Workforce Planning
  • Call Volume Forecasting
  • Scheduling and Reporting
  • Real-time monitoring of calls and agent availability
  • MS Excel (VlookUp, Sumifs, Pivot Tables, Power Query)
  • Telephony systems (Five9, Genesys, Cisco, Avaya)
  • Workforce Management systems (IEX, Verint, Calabrio)

Nice-to-have

  • Data visualization tools (Power BI, Tableau)
  • Community relations activities
  • Bank Secrecy Act compliance

Key Requirements

  • 2-3 years of call center workforce management experience
  • Bachelor's degree or equivalent experience
  • Ability to communicate effectively verbally and in writing
  • Strong analytical and quantitative skills

Work Rights

Not specified

Tailored Resume

Cover Letter