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  • Pensacola, FL

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AVP Workforce Optimization

Navy Federal Credit Union • Pensacola, FL

Posted 6 days ago

Job Snapshot

Other Great Industries

Job Description

Employee Perks

Why You Will Love Being Part of the Navy Federal Team:

*Competitive compensation with opportunities for annual raises, promotions, and bonus potential
*Best-in-Class Benefits! (7% 401k match / Pension plan / Tuition reimbursement / Great insurance options)
*On-site amenities include fitness center, wellness center, cafeteria, etc. at Pensacola, FL; Vienna, VA and Winchester, VA campuses
*Consistently Awarded Top Workplace
*Nationally recognized training department by TRAINING Magazine
*An employee-focused, diverse, and service-oriented workplace environment

Basic Purpose

To oversee, plan, and lead the activities of the CCO Workforce Management (WFM) and Strategic Planning & Forecasting (SPF) branches. Direct the optimization of all resources for the complex multi-location 24/7 Contact Center Operation. Drive the continuous improvement of business frameworks, methodologies and practices to ensure these are commensurate with organization dynamics, and align with industry best practices and regulatory expectations. Oversee staffing functions that include forecasting, staffing requirements, space planning, hiring plans, and operational analysis to ensure that division resources are managed accurately, efficiently, and effectively. Direct and develop appropriate priorities, policies and strategic recommendations to support senior management decisions. Partner and collaborate with Operational leaders and peers to ensure that both the creation and execution of staff plans meet strategic division objectives.


  • Oversee branch strategy, establish priorities and set goals; evaluate and implement standards to ensure alignment with department/organizational objectives
  • Responsible for developing and executing staffing and scheduling plans to achieve consistent service levels, wait times, and occupancy levels.
  • Oversee master shift/ schedule methodology to ensure staffing resources are leveraged effectively within approved financial budgets.
  • Monitors, analyzes, and manages WFM performance, expenses, and staffing related KPls communicating findings and opportunities  to either  subordinates or stakeholders Lead
  • Direct the design, development, testing, and acceptance of new functionality within the Workforce Strategic and Planning framework prior to implementation in production
  • Drive the development  of formulas, and practices to  accurately project workload requirements
  • Manage processes, reporting, and controls to ensure quality assurance and security of all data provided to NFCU
  • Proactively identifies opportunities to refine staffing methods and models to drive improvement and improve results
  • Manage overtime and staffing expenses by producing accurate forecasts and schedules
  • Establishes Business Process Automation standards ensure that all projects align with corporate goals and priorities 
  • Identify opportunities  to develop and strengthen processes to  enhance efficiency and controls
  • Collaborate with business unit partners to ensure linkage of process improvement  programs to  client profitability and to  track cost impact Significant
  • Collaborates and communicates frequently with Contact Center leaders to create viable solutions and scheduling methodologies that meet both people and business needs
  • Ensure WFM software is leveraged to produce accurate scheduling results by managing appropriate inputs
  • Partner with ISD Resource and Vendor Managers to ensure that the right resources (skills, competencies, team size) are available and obtainable Assist in leading
  • Establishes Business Process Automation standards ensure that all projects align with corporate goals and priorities   
  • Research emerging technologies and recommend solutions that align with business
  • Identify opportunities to  develop and strengthen processes to  enhance efficiency and controls
  • Ensure the timely and accurate production of all data, reports, and analysis produced by Workforce Management & Planning & Forecasting 
  • Provide strategic analysis and recommendations to influence key decisions by senior leadership
  • Drives industry benchmarking regarding the evolution of the service, including measuring goals against performance, continuous improvement, and potential use of industry
  • Function as department liaison with Business Continuity to ensure backup and recovery/safety of data
  • Contribute to a culture of collaboration by actively working across business lines, communicating knowledge and business processes to other business units Considerable
  • Perform supervisory/managerial responsibilities (Manage staff and/or supervisors)
    • Ensure adequate/skilled staffing; select employees
    • Establish performance goals and priorities
    • Prepare, conduct and review performance appraisals
    • Develop, mentor and counsel staff
    • Provide input and/or prepare budget requirements for Annual Financial Plan (AFP)
    • Ensure section/branch goals and objectives align with division/department strategy
    • Ensure efficiency of operations
    • Leadership Level -  Lead/direct managers & staff
  • Perform other duties as assigned
  • Bachelor's Degree in Business Administration, Management, Statistics, or related field, or the equivalent combination of training, education and experience
  • Extensive experience demonstrating the ability to persuasively, clearly, and diplomatically communicate, both verbally and in writing, to all levels of management and to external entities.
  • Extensive experience managing complex full life-cycle projects or teams to include cost/resource/time estimation
  • Advanced  knowledge  of  workforce management and/or resource planning
  • Advanced knowledge of, and proficiency in, data analysis, reporting, and operations research, including the ability to develop conclusions and feasible alternatives and formulate courses of action, including forecasting and cost-benefit analysis
  • Effective skill in building strategic and execution-focused plans and alliances with partner leadership
  • Advanced skill in project management to include establishing and leading project teams; managing timelines/deadlines/resources; ensuring  successful  project implementation
  • Significant experience supervising and leading professional employees
  • Advanced  skill presenting findings, conclusions, alternatives and information clearly and concisely
  • Significant experience managing multiple priorities independently and/or in a team environment to achieve goals
  • Expert analytical/quantitative, reconciliation and deductive reasoning skills
  • Significant  experience  working with cross-functional teams and leading projects
  • Expert  verbal and written communication  skills
  • Advanced  word processing and spreadsheet software skills
  • Advanced  database  and presentation software skills
  • Desired - Master's degree in Workforce Management, Business Administration, Mathematics, or related field
  • Desired -Advanced  experience  in budget  forecasting and cost benefit analysis
  • Desired - Advanced  knowledge of NFCU's functions, philosophy, operations and organizational objectives
  • Desired -Advanced experience with credit union financials and/or NCUA regulations

Work Days: Monday-Friday
Work Hours: 8:00a.m. 4:30p.m.

Equal Employment Opportunity

Navy Federal values, celebrates, and enacts diversity in the workplace.  Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans.  EOE/AA/M/F/Veteran/Disability

Job ID: 34108
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