Workforce Analyst

at  BECU

As the nation’s largest community credit union, we begin every day focused on delivering superior financial products and services for our 1.3 million members and more than $30 billion in managed assets. Our work has an economic impact as we support our members’ financial goals. We are unapologetic about being devoted to our members and the communities we serve. Our business is guided by our people helping people philosophy – which includes our team members.
BECU has been in business for more than 85 years, driven by unwavering core values and a dedication to improving the communities we serve. While we have a rich history, the future of our company, accelerated by business and technology transformation, is even brighter. There’s never been a better time to work for BECU.
To learn more visit becu.org/careers.

SUMMARY

The Workforce Analyst - BU is responsible for providing support as an administrator for the Contact Center and/or Retail workforce management systems, quality monitoring systems, agent database management, online scheduling tools, and other Automatic Call Distributor or member-arrival software as it is implemented in the Contact Center and/or Retail groups. This person is responsible for statistical data as it relates to the creation and maintenance of daily schedules to reflect attendance, training, time away, and vacations.

SKILL REQUIREMENTS

• Bachelor’s degree, or equivalent work or educational experience required.
• Two years of experience within BECU, another financial institution or comparable work or educational experience required.
• Knowledge of forecasting programs (Workforce Management System) preferred.
• Scheduling and forecasting experience in a Contact Center or retail environment preferred.
• Ability to plan, organize and implement projects in a timely manner.
• Proficient verbal and written skills to effectively communicate.
• Strong organizational skills with the ability to prioritize multiple tasks.
• Detail oriented, with a high degree of accuracy.
• Full time hours required, with additional hours as necessary.
  EEO Statement:
  BECU is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.
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  From our very beginning, BECU has been about people helping people. As a financial services cooperative, our purpose has and always will be the same: we work together to best serve our members and improve the financial well-being of our community. More than 80 years and one million members later, we’re still rooted in our values, practices and mission - and even more passionate about our future.
  As one of the nation’s leading credit unions, we’re not driven by profit. We’re owned by our members and their interests are at the core of everything we do. Now we’re growing faster than ever before-but we’ll never forget our roots. To continue doing right by our members, we believe we must first do right by our people. Here, you’ll receive the resources and support you need to learn, grow and build a meaningful career. Because we know it’s our people who make us special.

• Perform all responsibilities in accordance with BECU Competencies and Information Protection requirements.
• Create and maintain schedules for staff to ensure optimal coverage.
• Coordinate with appropriate staff and departments to schedule training, system set-ups, and events and to incorporate the latter into the workforce management software.
• Work with the Contact Center and/or Retail Management Teams to coordinate utilization of staff.
• Assist the Contact Center and/or Retail Management Team with the collection and preparation of data for monthly reports.
• Monitor member arrival data and make appropriate staff and call handling preference adjustments to meet real time demand.
• Review and respond to all time away requests for staff based on availability.
• Work with Human Resources to ensure the schedules are within regulations and adhere to FLSA (Fair Labor Standard Act).
• Perform additional duties as may be assigned.