Travis Credit Union

Assoc. Workforce Planner

Travis Credit Union  •  $25.57 - $41.33/hr  •  Vacaville, CA (Hybrid)  •  1 month ago
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Job Description

Schedule:  Monday - Friday, 40 hours/week   Candidates must live within a reasonable commuting distance of the communities served by Travis Credit Union, which include the following counties: Alameda, Colusa, Contra Costa, Merced, Napa, Placer, Sacramento, San Joaquin, Solano, Sonoma, Stanislaus, and Yolo.  For hybrid and remote roles, candidates are still required to reside within a commutable distance of our corporate headquarters in Vacaville, California. We are unable to sponsor or assume sponsorship of employment visas for this position. Candidates must have current authorization to work in the U.S. (no sponsorship available). 
 Travis Credit Union’s (TCU) Workforce Planner oversees the staffing and scheduling functions of the Contact Center optimizing schedules to support the achievement of service level standards and overall positive member experiences.  Profile:  
  • Creates reports and tracking on historical data and forecasting that will be used for capacity planning within the Contact Center.
  • Analyzes Contact Center trends, call volume, call patterns, attrition rates, shrinkage patterns and resource allocation to identify potential opportunities, needs, issues and problems that could impact business results.
  • Analyzes historical data to develop weekly/monthly/quarterly recommendations for scheduling and uses staffing requirements, call center and operations schedules, holiday patterns to determine required staffing levels to ensure the organization’s ability to meet operational commitments.
  • Builds, implements, monitors and adjusts Contact Center schedules for staffing variances to ensure service standard levels are met.
  • Creates integrated database tracking tools for staffing shrinkage patterns (vacation, sick, training, etc.) to optimize staffing forecasts. 
  • Assists with the development of presentations for recommendations and process implementations to senior management.
  • Assists Contact Center management with implementing call center initiatives, managing utilization trends and proposing operational improvements. 
  • Ensures planning and staffing is compliant with Federal and State Labor Laws.
  • Maintains sound knowledge of industry workforce planning developments including best practices, new process, products and software developments.
Skills: 
  • Experienced using software to build and maintain complex forecasting models.
  •  Excellent time management, organizational, prioritization and multi-tasking skills.
  •  Excellent analytical, interpersonal, verbal and written communications skills.
  •  Excellent problem solving skills including the ability to use initiative to manage scheduling issues, drive outcomes and make suggestions for improvement. TCU
  •  Ability to deliver informative and well organized reports that bring operational value ensuring a high level of accuracy and attention to detail.
  •  Robust in Excel, Word, PowerPoint and accessing databases.
  •  Ability to evaluate the achievement of goals, objectives and work plans.
  •  Ability to establish and maintain positive working relationships with a diverse group of people.
  •  Ability to function well in a high paced and at times demanding environment.
Reporting & Experience   Assoc. Workforce Planner:  
  • Reports directly to assigned department leadership. 
  • Normally receives detailed instructions on all work. 
  • Education & Experience: HS Diploma or equivalent and minimum 3 years call center work experience.
Workforce Planner: 
  • Reports directly to the Manager of Contact Center.
  • Normally receives general instructions on routine work, and detailed instructions on new assignments.
  • Education & Experience: BS/BA degree in Business Administration or related field and a minimum of 3 years call center work experience; or equivalent related work experience.
  • Other qualifications: Minimum of 4 years of Workforce Management experience.
  • Workforce Planning certification a plus.
  Compensation:  Base hourly starting range is commensurate with experience.  
  • Associate Workforce Planner Grade 10: $25.57/hour - $31.58/hour
  • Workforce Planner Grade 13: $33.46/hour - $41.33/hour 
Our compensation philosophy considers various factors, including the scope and responsibilities of the position, as well as a candidate’s experience, education/training, and key skills.

Benefits:
At Travis Credit Union, we prioritize the well‑being of our employees and their families by providing a comprehensive Total Rewards program that supports their health, welfare, and financial security. In turn, this enables our employees to focus on delivering exceptional service to our members and meeting the goals of the credit union. Eligible employees enjoy a robust benefits package, which includes:
  • Competitive medical, dental, and vision insurance
  • Mental health and wellness programs
  • Employee performance incentive plan
  • Merit-based salary increases
  • 401(k) program with immediately vested employer match
  • Generous holiday and vacation policies
  • Exclusive TCU perks such as employee loan and credit card discounts

Travis Credit Union is an Affirmative Action Employer.
EOE / Individuals with Disabilities / Veteran Status
Travis Credit Union

About Travis Credit Union

Trusted Financial Partner

Headquartered in Vacaville, Calif., TCU is dedicated to helping members better manage their money, make important purchases, and plan for their future. Whether saving, investing, or preparing for the long term, TCU is committed to being a trusted financial partner for everyone it serves.

As the twelfth largest credit union in California, Travis CU has more than 250,000 members and $5 billion in assets. Since its founding in 1951 on Travis Air Force Base, TCU has grown to serve communities across 12 Northern California counties.

TCU has been recognized at the federal, state, and local levels for its longstanding leadership in financial education and community advocacy. Recently, it was named a Great Place to Work, Best Regional Credit Union by Newsweek, a Best-In-State Credit Union by Forbes, and received the U.S. Air Force Distinguished Credit Union of the Year award.

Learn more about our mission and impact at traviscu.org.

Empowered Employees

Travis Credit Union (TCU) employees are the heart of our mission. We empower our team to do what is right for our members’ financial wellness. Travis employees receive a generous benefits package that includes educational assistance, a 401(k) plan, bonuses and more. We support internal growth and training so our employees can advance in their careers within TCU.

Equal Housing Opportunity, NMLS ID#643926. Insured by NCUA 

Industry
Finance & Insurance
Company Size
501-1,000 employees
Headquarters
Vacaville, CA
Year Founded
1951
Website
traviscu.org
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