Job Description

CIVIC CULTURE

Our organization believes we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins.

ABOUT THE POSITION

This role will be responsible for ensuring the efficient and effective allocation of resources to meet our call center's service level targets. One will be responsible for forecasting call volumes, creating staffing schedules, monitoring real-time adherence, and analyzing data to optimize workforce productivity. The successful candidate will have a strong analytical mindset, excellent communication skills, and the ability to thrive in a fast-paced environment.

NORMAL DAY-TO-DAY WORK

1. Analyzes historical call volume data to accurately forecast future trends and staffing needs.
2. Develops and implement staffing models to ensure service level goals are met.
3. Creates dynamic staff schedules that align with forecasted call volumes and business objectives.
4. Adjusts schedules in real-time to address unexpected fluctuations in call volumes.
5. Monitors key workforce metrics, including service levels, occupancy, adherence, and shrinkage.
6. Provides actionable insights from performance data to enhance operational efficiency.
7. Addresses challenges such as surges in call volume or unexpected absenteeism with quick and effective solutions.
8. Recommends staffing changes or process improvements based on thorough data analysis.
9. Partners with operations teams to align workforce strategies with business goals.
10. Trains and mentors team members on workforce management tools and best practices.
11. Takes ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.

JOB QUALIFICATIONS

Here are a few skills you MUST have to be qualified for this position.

1. Minimum 4 – 6 years of call center experience.
2. Experience working with workforce management tools and software (e.g., NICE IEX, Verint, Genesys or similar).
3. Proven ability to analyze performance data and implement effective workforce solutions.
4. Strong understanding of workforce metrics such as ASA (Average Speed of Answer), AHT (Average Handle Time), and FTE (Full-Time Equivalent).
5. Excellent problem-solving skills and the ability to make decisions under pressure.
6. Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.
7. Ability to lift a minimum of 25 lbs. (file boxes, computer printer).
8. Travel required sometimes.

Here are a few qualities we’d LIKE for you to have to make you more suited for this position.

1. Experience in financial services or credit unions.
2. Analytical mindset with proficiency in tools such as Excel, SQL, or BI software for data analysis.
3. Exceptional communication skills for presenting insights and recommendations to stakeholders.
4. Ability to adapt quickly to changing demands and provide leadership during high-pressure situations
5. Understanding of regulatory compliance and customer service excellence.

CONTACT US

If you have questions about this position description, please feel welcome to ask. You can reach our HR Department at:

Civic Human Resources

3600 Wake Forest Road, Raleigh, NC 27609

careers@civicfcu.org