Workforce Planner

Travis Credit Union
vision insurance, 401(k)
United States, California, Vacaville
Apr 03, 2025
Description M-F 8:00am-5:00pm 40 hours/week - Candidates must reside within the communities that Travis Credit Union serves:Alameda, Colusa, Contra Costa, Merced, Napa, Placer, Sacramento, San Joaquin, Solano, Sonoma, Stanislaus and Yolo counties. This position is considered hybrid-remote so you must be within a commutable distance to our corporate headquarters in Vacaville, CA. - Summary:Travis Credit Union's (TCU) Workforce Planner oversees the staffing and scheduling functions of the Contact Center optimizing schedules to support the achievement of service level standards and overall positive member experiences. Profile: Creates reports and tracking on historical data and forecasting that will be used for capacity planning within the Contact Center. Analyzes Contact Center trends, call volume, call patterns, attrition rates, shrinkage patterns and resource allocation to identify potential opportunities, needs, issues and problems that could impact business results. Analyzes historical data to develop weekly/monthly/quarterly recommendations for scheduling and uses staffing requirements, call center and operations schedules, holiday patterns to determine required staffing levels to ensure the organization's ability to meet operational commitments. Builds, implements, monitors and adjusts Contact Center schedules for staffing variances to ensure service standard levels are met. Creates integrated database tracking tools for staffing shrinkage patterns (vacation, sick, training, etc.) to optimize staffing forecasts. Assists with the development of presentations for recommendations and process implementations to senior management. Assists Contact Center management with implementing call center initiatives, managing utilization trends and proposing operational improvements. Ensures planning and staffing is compliant with Federal and State Labor Laws. Maintains sound knowledge of industry workforce planning developments including best practices, new process, products and software developments. Skills: Experienced using software to build and maintain complex forecasting models. Excellent time management, organizational, prioritization and multi-tasking skills. Excellent analytical, interpersonal, verbal and written communications skills. Excellent problem solving skills including the ability to use initiative to manage scheduling issues, drive outcomes and make suggestions for improvement. TCU Ability to deliver informative and well organized reports that bring operational value ensuring a high level of accuracy and attention to detail. Robust in Excel, Word, PowerPoint and accessing databases. Ability to evaluate the achievement of goals, objectives and work plans. Ability to establish and maintain positive working relationships with a diverse group of people. Ability to function well in a high paced and at times demanding environment. Reporting & Experience: Reports directly to AVP, Contact Center. Normally receives general instructions on routine work, and detailed instructions on new assignments. Education & Experience: BS/BA degree in Business Administration or related field and a minimum of 3 years call center work experience; or equivalent related work experience. Other qualifications: Minimum of 4 years of Workforce Management experience. Workforce Planning certification a plus. Compensation:Base hourly starting range is commensurate with experience. Grade 13 : $32.48/hour - $40.12/hour Our compensation philosophy is based on several factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, and key skills. At Travis Credit Union, our priority is that our employees and their loved ones are provided with a Total Rewards program that insures their health and welfare safety which allows our employees to focus on the financial welfare of our members and the credit unions objectives. As such, Travis Credit Union offers a robust benefits package to our eligible employees, including competitive medical, dental, and vision insurance, mental health offerings, employee performance incentive plan, merit increases, 401(k) program with immediately vested employer match, generous holiday and vacation policy, and extensive TCU specific perks like employee loan and credit card discounts! Travis Credit Union is an Affirmative Action Employer EOE/Individual with Disability/Veteran Status #traviscu