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Title

eBranch Workforce Analyst 

Category Call Center/Contact Center  
Description

At Blue, we discover pathways to realize your possibilities. Our eBranch Workforce Analyst analyzes and evaluates workforce metrics to improve eBranch capacity planning and maximize labor utilization rates. You are focused on workforce management support on a day to day basis to include forecasting, scheduling, and intraday performance. This position will use the workforce management tool and reporting to make recommendations to ensure we have the resources required at the right time to meet desired service goals, enabling an exceptional member experience. This position also focuses on:

  • Provide projections of call volume, average handle time, staffing requirements, service level and other key eBranch metrics. Perform continual analysis of current performance and conducts real time re-forecasting to make necessary adjustments in staff plans. Create, manage, and optimize eBranch agent schedules, including but not limited to off phone work, paid time off and training needs. Continually improve forecasting and scheduling predictions across all contact channels.
  • Perform analysis of eBranch data to provide insight into reasons for calls, employee performance, forecast variances, KPI variances and other data relative to eBranch performance. Analyze data to identify trends outline causes and reasons for trends and recommend actions to improve.
  • Prepares daily, weekly & monthly reports of key performance metrics from workforce management data, including service level, adherence to schedules, identifies business trends and opportunities through analysis of the historical data and knowledge of company processes. Generates phone activity reports and communicates with appropriate members of management regarding staffing issues, performance measures, and call statistics
  • Develop daily/weekly summaries, details, dashboard reports and management summaries, both recurring and ad hoc. Ensure accurate recording and reporting of metrics.
  • Create standard operating procedures related to the role and drive process improvement.
  • Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act , the Patriot Act, and the Office of Foreign Assets Control.

 

 

 

 
Position Requirements

Experience: Three years to five years of similar or related experience, in a contact center environment with at least 2 years experiences in a similar role responsible for workforce analysis and reporting. Advanced skills in Excel and experience with workforce management tools is required.

Education/Certifications/Licenses: A high school degree or equivalent. Some college preferred.

Interpersonal Skills: Ability to prioritize and meet tight deadlines. Should be analytical with attention to detail. Ability to present detailed information effectively to groups and individuals.

Other Skills: Excellent technical, analytical, numerical, interpersonal, communication, problem-solving and teamworking skills are also essential.

 
Full-Time/Part-Time Full-Time  
Compensation $17.90 - $26.85  
Bondability Employment at Blue Federal Credit Union is contingent upon successful bondability.  
Position eBranch Workforce Analyst  
Number of Openings 1  
Open Date 5/21/2021  
Location Cheyenne, WY  
About the Organization Our mission is 'We discover pathways to realize your possibilities.' Our employees uphold this mission by utilizing our values as stepping stones to sustain our amazing culture. Those values are Boundless Optimism, Unwavering Confidence, Uniquely Us, and Over the Top. Thank you for showing an interest in Blue Federal Credit Union!  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently not accepting applications.

To search for an open position, please go to http://BlueFederalCreditUnion.appone.com



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