MSCC Admin - Manager - MSCC Workforce Management

TITLE: MANAGER - MSCC WORKFORCE MANAGEMENT 
STATUS: EXEMPT
REPORT TO: DIRECTOR - MSCC TRANSFORMATION
DEPARTMENT: MEMBER SERVICE CONTACT CENTER
JOB CODE: 11876

PAY RANGE: $101,600.00 - $105,000.00 ANNUALLY

GENERAL DESCRIPTION:

The Workforce Management Manager is an integral member of the Contact Center team and responsible for overseeing and optimizing workforce deployment, promoting a culture of innovation, and fostering collaboration and mentoring within the department. This role requires a dynamic individual who can drive innovative strategies, facilitate inter-departmental collaboration, and mentor and develop the potential of our existing workforce management team members. Ensures that the workforce management team has all necessary information and resources needed to appropriately schedule/distribute work (including phone, email and chat) for multiple call center locations. Demonstrates expertise in forecasting volume, and ability to identify call center drivers and analyze call center volume, productivity, and patterns to optimize staffing levels and achieve service level goals. The Manager will be tasked with managing the day-to-day activities of the team, will also develop strategies and tactics based on Leadership and company’s strategies for success while maintaining a favorable work environment. The development of relationships between Workforce and Operations is a critical component to the Manager’s success.

TASKS, DUTIES, FUNCTIONS:

1. Oversee the scheduling, forecasting, and real-time management of the workforce across various departments.
2. Continuously analyze workforce trends and recommend and implement strategies to optimize resource allocation. Monitor schedule adherence and implement action plans to respond to unexpected peak demands.
3. Determine optimum contact center staffing levels by analyzing raw data and metrics into reportable information with which to make staffing decisions.
4. Report and present Workforce Management recommendations to senior management as appropriate.
5. Build and maintain positive and productive relationships with the operational leaders specifically the managers, supervisors, director and vice president of the MSCC and other departments as needed.
6. Provide regular coaching and mentoring sessions for team members, identifying areas for growth and supporting and facilitating opportunities for advancement.
7. Develop training programs tailored to the needs of the workforce management team, ensuring skill and competency enhancement.
8. Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision and core values.
9. Research and recommend ways to improve the existing Workforce Management platform and structure.
10. Stay up to date with all changes in the MSCC to ensure that any/all volume/AHT trends and necessary information is relayed to the WFM team.
11. Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK:

1. Effective oral and written communication skills required to supervise, manage, train and evaluate staff.
2. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

1. INTERNAL: All levels of staff and management.
2. EXTERNAL: Vendors, credit unions, and other industry related associations.

QUALIFICATIONS:

1. EDUCATION: Bachelor’s Degree in related field or equivalent work experience
2. EXPERIENCE: Minimum of 7 years’ experience in workforce management, with at least 3 years in a supervisory or managerial role.
3. KNOWLEDGE / SKILLS:

1. • Experience and proficiency with NICE IEX WFM systems, capacity planning, staffing, forecasting and skill-based routing.
   • Working knowledge of call center systems, business processes and policies and procedures
   • Knowledge of quality performance monitoring and improvement methods
   • Demonstrated ability to analyze work processes and drive changes, while meeting deliverable schedule in fast paced environment.
   • Excellent written and verbal communication skills.
   • Strong organizational and project management skills
   • Proficient with Microsoft Word, PowerPoint and Excel.
   • Ability to regularly exercise discretion and independent judgment in performance of his/her job duties.
   • Flexible and willing to work in a changing environment and demonstrate a strong work ethic.
   • Previous demonstrations of business values – Respect, Integrity, Service Excellence, Financial Stability.

PHYSICAL REQUIREMENTS:

1. Prolonged sitting throughout the workday with occasional mobility required.
2. Corrected vision within the normal range.
3. Hearing within normal range. A device to enhance hearing will be provided if needed.
4. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.

LICENSES / CERTIFICATIONS:

None

#LI-Hybrid

THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.

REV. 5/1/2025