Senior Member Service Center Workforce Manager

Reports to: Vice President, Member Service Center

Functions Supervised: Member Service Center

Primary Functions: Prepares and produces staffing forecasts, as well as comparative data on results vs. forecasts, identifies opportunities for improvement and recommends staffing and scheduling solutions. The position assists in developing a culture where what is scheduled gets done, ensuring that ideal employee is available to assist members at first contact. The manager builds staffing levels that promote an experience that members enjoy using.

Duties and Responsibilities:

1. Assist the department in achieving service level agreement and service score targets set by the organization by forecasting call volume and optimizing schedules of call center staff.
2. Using historical and anticipated volumes through all supported contact channels, factoring seasonality, attrition and peak periods, provide staffing level recommendations to the department executive(s).
3. Monitor real time and historical performance to direct analyst(s) to make real-time resource adjustments leading to improved performance, service levels and staffing adherence.
4. Maintain an in-depth knowledge of workforce management features, functions, and system-generated reports, forecasting and scheduling procedures.
5. Support the departmental and organizational business plan to introduce new tools and functionality that will improve the member journey and employee experience.
6. Supervise Workforce Management Analyst activity that supports agent scheduling, efficiency and productivity.
7. Identify patterns and trends related to production and contact channel volumes to recommend changes to schedules, staffing and workforce optimization to support the Member Service Center operations.
8. Consistently provide performance metrics and broader analysis on trending for the department to key stakeholders; dashboards, reports and ad hoc data requests; prepare telephone performance board reports.
9. Perform other duties as assigned.

Education: Bachelor's degree in Business Administration or related field.

Creditable Experience in Lieu of Education: 5 years of relevant work experience in a contact center environment and in workforce management.

Experience/Skills: Contact center, workforce management and supervisory experience. Strong ability to interpret and understand data, communicate findings and recommendations to key stakeholders. Ability to coordinate multiple activities simultaneously and demonstrate strong organizational and administrative skills. Thorough knowledge of call center regulations, credit union operations, services, and policies and procedures. Must have strong interpersonal, personnel management and communication skills, both verbal and written, and be able to motivate and supervise staff.

Tenure: Assignment to the Member Service Center Workforce Manager category 09, or Senior Member Service Center Workforce Manager category 08 will be determined by the candidate's education and/or experience. Advancement requires management recommendation and will be based on the candidate's certifications and/or performance.

Senior Member Service Center Workforce Manager (Category 08)

Salary Pay Range: $72,717 - $119,983 annually. Starting base salary will be determined based on candidate experience, qualifications, education, and local or state wage requirements, if applicable and will fall within the range provided above.

In accordance with our Salary Administration policy, new hire base salaries generally fall within the minimum to midpoint of the listed range.

• Short-term and long-term incentives
• Comprehensive medical, dental and vision insurance plan that has HSA and FSA options
• 401(k) plan with a 5% match
• Employee Assistance Program (EAP)
• Life and disability coverage
• Voluntary cash benefits for accident, hospitalization and critical illness
• Tuition Reimbursement
• Generous leave programs to include Paid Time Off accrual, Paid Sick Leave, Paid Holidays
• Click here to view Global’s comprehensive Benefits Programs

Equal Opportunity Employer