Kitsap Credit Union · 14 hours ago
Workforce Planning Coordinator
Bremerton, Washington, United States
Full-time
Hybrid
Entry Level
$32.06/hr - $38.63/hr
1+ years expKitsap Credit Union is a not-for-profit financial cooperative committed to its members' well-being. The Workforce Planning Coordinator role focuses on optimizing resources for call handling efficiency and supporting the Accounts Control leadership team in enhancing operational performance.
BankingFinancial Services
No H1B
Responsibilities
Schedule Accounts Control employees efficiently based on delinquency volume and staffing levels. Maintain accurate staffing data in workforce management software by inputting schedule changes, coordinating off-phone activities, inputting approved time off, etc
Run reports in the NICE system and Temenos system to identify opportunities to improve Agent efficiency
Partner with Supervisors and Trainers to coach Agents on call handling best practices focused on efficient call handling
Analyzes call volumes, patterns, issues, and trends and compile statistics for the leadership team on a monthly or as-needed basis. Identify issues and make recommendations on initiatives to support process improvement and plans for future growth
Assist with the development, deployment, and management of new technology solutions utilized by the Accounts Control department
Handle workforce related technical support, open tickets with appropriate vendor as needed, document outages and system issues, then coordinate with department leadership to quantify impact. Control access management for all accounts control vendor sites
Track, evaluate, and report on operational performance of Accounts Control vendors. Develop, recommend strategies, and hold vendors accountable for service level agreements to increase efficiency. Identify key priorities and activities within the scope of business and recommends improvements for processing and communication
Manage high level administrative functions including reporting of Key Performance Indicators, month end reports, manage internal procedures platform, participate in companywide projects while looking for opportunities of improvement or revision
Lead quality control assurance audits and assessments and provide feedback to Supervisors/Manager
Contribute to effective department and credit union operations by performing other related duties as assigned
Qualification
Required
Excellent interpersonal communication skills including effective listening, speaking, and writing
Proficient in Microsoft Office applications
Ability to learn and maintain strong level of expertise with Kitsap Credit Union's core operating systems, collection systems, and self-service technology (iPhones, Androids, etc.)
Ability to handle stress in a high volume and fast-paced environment
Ability to establish priorities, work independently, and proceed with principal accountabilities without supervision
Experience with forecasting and scheduling or experience with quality control assurance using automated tools withing calling or collection system
Strong understanding of financial management and strategies to ensure productivity results
Strong organizational and prioritization skills; ability to manage multiple tasks, projects, and timelines
Demonstrated ability to collaborate effectively with management and staff
Demonstrates a high level of engagement and active collaboration contributing to a positive team environment
Understand, model, and represent KCU's core values
High School diploma or GED
Minimum one year customer service in a high-volume call center environment
Availability on Saturdays and extended business hours
Preferred
Bachelor's degree in Business or related field, or equivalent combination of education and experience
Advanced Microsoft Excel skills including pivot tables, v-lookups, if-then formulas, and macros
Previous financial institution experience a plus
Benefits
Free onsite parking
Annual time off and sick time accrued
11 Paid holidays
1 Personal floating day
Medical, Dental, Vision, Short- and Long-term Disability, Life and AD&D Insurance
Employee Assistance Program
Choose from a PPO medical plan or a High Deductible with a Health Savings Account
3% KCU funded Safe Harbor Contribution to your 401K
KCU will match up to 2% of your 401K contributions
All 401K contributions are 100% vested
Potential annual incentive in all roles within Kitsap Credit Union
Tuition reimbursement
8 hours of paid volunteer time off
Discounts on KCU's products and services
Enjoy unlimited ORCA transit access through KCU for less than $45 a year—your cost as an employee
Company
Kitsap Credit Union
Kitsap Credit Union helps employees to achieve more by helping them grow professionally through in-house trainings.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Shawn Gilfedder
President and Chief Executive Officer
C
Colin Morrison
Senior Vice President and CIO
Recent News
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