CC Workforce Analyst jobs in United States
cer-icon
Apply on Employer Site
company-logo

Summit Credit Union ยท 22 hours ago

CC Workforce Analyst

positionCottage Grove, Wisconsin, United States
timeFull-time
remoteOnsite
seniorityEntry, Mid Level
date3+ years exp

Summit Credit Union is seeking a CC Workforce Analyst to enhance staffing and resource allocation within their Contact Center. The role involves analyzing call volume trends, forecasting staffing needs, and managing real-time scheduling to ensure exceptional service to members.

BankingFinancial ServicesPersonal Finance

Responsibilities

Accurate forecasting of call volumes and staffing requirements ensures sufficient coverage to meet member service level expectations
Effective real-time monitoring and scheduling adjustments result in minimal wait times and high member satisfaction scores
Timely communication and collaboration with leadership and frontline staff lead to seamless execution of staffing plans and quick response to unplanned changes
Comprehensive analysis and reporting of workforce data provide actionable insights for ongoing service improvement and operational efficiency
Development and implementation of workforce strategies support cost-effective operations and high employee engagement
Effective department and cross functional teamwork yield operational improvements
Workforce management enhancements developed due to regular procedural inspection

Qualification

Workforce management softwareData analysis toolsContact center analyticsAnalytical skillsProblem-solving skillsKPIsCommunication skillsInterpersonal abilitiesAttention to detailWork independently

Required

Associate Degree or equivalent
Minimum 1-year experience in workforce management
Minimum 3-year of experience within a contact center or similar operations
Minimum 2-year scheduling or contact center analytics or similar operations
Strong problem-solving skills and attention to detail
Proficiency with workforce management software and data analysis tools
Strong analytical skills with the ability to interpret complex data and translate findings into actionable workforce recommendations
Excellent communication and interpersonal abilities for effective collaboration with all levels of staff and management
Demonstrated ability to work independently, manage multiple priorities, and adapt to changing needs in a fast-paced environment
Familiarity with contact center KPIs and performance metrics

Company

Summit Credit Union

twittertwittertwitter
company-logo
Summit Credit Union is a credit union that provides banking services to members.
dateFounded in 1935
location
Madison, Wisconsin, USA
people-size501-1000 employees
web-link
https://www.summitcreditunion.com/

Funding

Current Stage
Late Stage

Leadership Team

leader-logo
Kim Sponem
CEO/President
linkedin

Recent News

Seattle TechFlash
TBJ announces HR Impact Award winners as part of Best Places to Work 2025
2025-04-14
PR Newswire
Lumin Digital Clients Invest Over $75M in a Vote of Confidence
2025-03-26
BizTimes - Milwaukee Business News
Notable Credit Union Leaders: Kim Sponem
2025-03-17
Company data provided by crunchbase