Mountain America Credit Union · 15 hours ago
Service Center Workforce Analyst
Utah, United States
Full-time
Onsite
Mid Level
3+ years expMountain America Credit Union is seeking a Service Center Workforce Analyst to compile and analyze member service workforce needs. The role involves forecasting, scheduling, reporting, and real-time management of call center operations to meet organizational needs.
BankingFinancial ServicesMortgage
Responsibilities
Manages member service scheduling (i.e., shifts, training, vacation, meeting, overtime, off-line work, exceptions, etc.) to ensure that daily service level and average speed of answer (ASA) objectives are met
Monitors multiple increments and daily volume, average handle time (AHT) and staffing requirements to ensure volume is in compliance to member service forecasts. Monitors Real Time adherence, production statistics to ensure production is managed efficiently throughout the day
Generates and communicates productivity reports, staffing issues, performance measures and call statistics to member service
Demonstrates professional behavior, team work, punctual, dependable, and adheres to company policies & procedures
Develops short term forecasts for member service with a high level of accuracy
Own forecasting, capacity planning, scheduling, and real time management for member service
Understand volume and team capacity to engage management in changing levers on or off to achieve a business unit’s desired outcome.—advise management
Maintain a 3 week out planning process for all of member service
Audit employee’s attendance for tardiness
Manage service center attendance line
Have an understanding of all MACU policies/procedures related to attendance and time off
Strong data, analytical, and root cause analysis
High attention to detail
Experience analyzing, interpreting and summarizing complex data as it relates to contact center & branch operations
Experience preparing and presenting reports, forecasts, trends and recommendations to the team and management
Strong leadership skills with the ability to influence without authority
Qualification
Required
3-5+ years of similar or related experience; managing workforce via an inbound environment
Advanced skills in Microsoft Office (Outlook, Word, Excel)
Experience reviewing data visualization tools/dashboards
Two year degree or equivalent
Intermediate skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel
Strong data, analytical, and root cause analysis
High attention to detail
Experience analyzing, interpreting and summarizing complex data as it relates to contact center & branch operations
Experience preparing and presenting reports, forecasts, trends and recommendations to the team and management
Strong leadership skills with the ability to influence without authority
Preferred
Experience With Cisco/Calabrio/Kronos Or Similar Workforce Management Tools
Four year degree
Company
Mountain America Credit Union
Mountain America Credit Union is a member-owned, full-service financial institution.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Chad Curtis
EVP/Chief Financial Officer
Nathan Anderson
Executive Vice President/Chief Operating Officer
Recent News
2026-01-06
2025-12-24
Company data provided by crunchbase