United Nations Federal Credit Union Looking for Manager, Call Center Workforce Management at New York, NY Full Time

This people manager role leads and oversees the call center workforce management function. Ensures all productivity and performance service levels are achieved for UNFCU’s 24/7 call center environment. Responsible for assisting the call center in optimizing staffing across all delivery channels (inbound calls, email, chat, etc.). Assist in projecting staffing needs based on volume forecasts and reporting daily, monthly and quarterly needs ensuring quick responses to business needs.

This position is expected to be remote.

• Take accountability for all workforce production metrics and successful attainment of goal targets that drive member satisfaction (service levels, average handle time, adherence, etc.)
• Utilize Workforce Management (WFM) modeling software to accurately generate multi-channel forecasts, schedules, and intraday plans.
• Develop and execute communication strategy for regular call center results provided to leadership team and synthesize quantifiable data into easy to understand/actionable recommendations.
• Collaborate with call center management team to ensure appropriate staffing is in place and contingency plans are created to overcome operational challenges.
• Collaborate with the call center quality and training team to strategically plan various initiatives ensuring that service excellence is at the forefront.
• Work with IT and Operations Data Analyst to streamline call center reports, and set up department metric snapshots to keep supervisory staff abreast of turnaround times, performance metrics and all delivery channel performance.
• Develop and maintain set qualitative and quantitative performance expectations for staff. Analyze daily activity reports, scorecards, forecasting volume reports and other reports as assigned, providing regular updates to the call center management team.

• Bachelor’s degree in Mathematics, Statistics or Business and/or 7+ years of workforce management experience in a call center environment
• 3+ years of experience in a multi-site call center
• 3-5 years of experience with call center (contact center) workforce management software, such as Calabrio, IEX, EWFM, Verint, NICE, etc.
• Comprehensive and demonstrated understanding of data analysis and statistics to identify trends and skills gaps
• In-depth knowledge of office procedures and workforce management systems
• Thorough knowledge of reporting and report writing systems
• Advanced MS Excel skills