Assoc. Workforce Planner

Workforce Planner

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).

Summary: 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