Workforce Analyst

The TDECU team is an exciting, dynamic, service oriented culture, with opportunities to provide creative solutions to meet the requirements and needs of the business.  This role affords an excellent opportunity to gain initial exposure and experience across a broad spectrum of these businesses and to really learn the organization-the people, the processes, how things really work.

The Workforce Analyst will be responsible for the workforce management of Member Care (call center) and Branch Services.  The Workforce  Analyst is also expected to provide research, recommendations and assist with workforce management technology solutions to improve the overall quality and increase efficiency and reduce overall operating costs.   

• Forecasting contact volume and staffing requirements given knowledge of internal TDECU operations, upcoming product rollout schedule, or other organizational changes.

   

• Determining optimal work schedules and coordinates the effective scheduling of department meetings, training sessions, and vacations.

• Monitor daily call center performance and make adjustments to ensure that department response time and service goals are met.

• Build statistical models or adapt existing ones to meet Call Center and branch requirements.

• Effectively interpret data related to internal and external member needs.

• Optimize the use of department technology and workforce management techniques to improve Call Center and branch efficiency and effectiveness.

• Consult, advise and work with the call centers and branch management teams to produce high levels of customer satisfaction balanced with TDECU business needs.

• Communicate effectively in both verbal and written formats with individuals or groups and give presentations utilizing various audio/visual support aids.

   

• Manage multiple projects, work in a fast-paced environment and meet deadlines.
•  Exercise discretion and independent judgment in making decisions and interact effectively and positively with all levels of personnel.

• Strong analytical, organizational and time management skills required.

• Advanced PC/Windows-based software experience required with proficiency in Microsoft applications.

• Proven communication, organization, problem solving and executive presentation skills required.

• Utilize personal computer, telephone, facsimile, copier, calculator and other general office equipment.