Member Contact Center Real Time Analyst

Position Summary As a multi-channel communication contact center, the Member Contact Center (MCC) is required to maintain a high and consistent level of member service that supports our strategic goals. The Real Time Analyst is responsible for monitoring daily metrics and real‑time states of contact center representatives utilizing available workforce management tools. Responsible for real‑time and/or intraday management of resources to ensure the correct number of agents at the right times are logged on and available to assist incoming calls, chats and emails. Monitor contact center inbound and outbound, scheduled and unscheduled as well as off-phone activities for representatives in real time to ensure adherence to schedules. The Real Time Analyst will have system access to view daily performance compared to the Workforce Management (WFM) forecast. The actions and deliverables of this position directly influence the service level performance of service to our members and ultimately end user satisfaction. Required to collaborate and communicate with Workforce Management and the MCC Assistant Manager‑Operations to ensure understanding of metrics and provide tracking to support representative’s attendance and adherence performance. Essential Position Functions Manages the call volume, daily attendance, break and lunch schedules, team meetings and training as published by Workforce Management. Monitors and adjusts resource work schedules to ensure adequate resource coverage and achieve service level targets. Administers volume contingency action plans as deemed necessary and appropriate. Works closely with the operations team to analyze and help improve delivery processes. Generates ideas for process and service improvement planning. Produces daily, biweekly and monthly internal reports. Answers Floor Monitor/Attendance Line Calls during shift as required. Provides assistance with the integration and implementation of new call center technologies. Maintains proficiency in technology applications, including the operating system and ancillary systems. Must be knowledgeable with Excel. Contributes to organizational efforts in process improvements. Ensures department compliance with audit and security standards, policies and procedures, and loss prevention measures. Maintains confidentiality of Credit Union and member records. Communicates well, both verbally and in writing, effectively shares information and ideas with others, and demonstrates good listening skills. Ensures individual appearance reflects the desired level of professionalism. Maintains the physical environment of the department according to Wescom standards. Maintains good attendance and punctuality in adherence with Wescom policy. Education, Experience, Skills and Abilities High school graduate. Previous financial industry and customer service experience preferred. Knowledgeable with industry standard call center metrics. Bachelor’s degree or minimum of one year of experience in a multi-channel call center environment. Intermediate knowledge of various forecasting/scheduling software. Strong organizational skills; attention to detail and accuracy. Strong analytical and problem‑solving skills. Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail. Ability to communicate call center data/forecasts to all levels of employees in an understandable fashion. Excellent communication skills, both written and oral. Good decision‑making and analytical skills, and ability to exercise good judgment. Ability to maintain confidentiality of credit union and member records. Computer Skills Proficient in Microsoft applications (Word, Excel, Outlook). Must be proficient in technology applications including the Credit Union’s operating system and specialized software required for performance of position. Mathematical Skills Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; ability to compute rates, ratios and percentages and to create and interpret bar graphs. Physical Demands The employee is frequently required to stand; walk; sit; use hands to finger, handle or feel; reach with hands and arms, climb or balance, stoop, kneel, crouch, crawl; talk or hear and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Work Environment This position may qualify as Remote or Hybrid with a home base at one of Wescom’s offices. The Remote or Hybrid status may be discontinued by Wescom in its sole discretion at any time. The noise level is moderately quiet and it is a non-smoking environment. Eligibility and Residency Requirement Applicants are required to reside within Wescom’s service areas defined as the following counties: Los Angeles, Orange, San Bernardino, Riverside, Ventura, Santa Barbara, San Diego, Imperial, Fresno, Kern, Kings, Madera, Merced, Mariposa, Monterey, San Benito, San Joaquin, San Luis Obispo, Santa Cruz, Stanislaus and Tulare counties. Equal Opportunity Employer Statement Wescom Financial is an Equal Opportunity Employer (Male, Female, Veteran, Disability, Gender Identity, Sexual Orientation) and complies with the California Privacy Notice regarding job applications. #J-18808-Ljbffr