Job Abstract

At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees.  Part time positions start at a minimum of 30 hours per week.

We encourage you to become a part of VyStar Credit Union's family of employees.

• Utilizes Workforce Management Verint Impact 360 platform for forecasting, scheduling, tracking, monitoring, and reporting the daily and monthly call center statistics; this includes, though is not limited to, call center volumes, FTE requirements, schedule adherence and service level achievement.
• Provide daily, weekly and monthly metrics and analysis on Workforce Management operations, to include departmental KPI’s, compiling monthly Pursuit of Excellence (POE) results for each team member, monthly CEO report, departmental NSF refunds, CUNA and VIS performance and annual AOP forecast.
• Oversee all real-time and intra-day activities, and executes employee and phone configuration changes to ensure operational goals are met.
• Provide real-time support by monitoring actual call volume to forecast, intra-day interval compliance, real-time shrinkage/expectation management and agent's AHT and AUX usage against goals.
• Ensure all required WFM data is tracked and trended on a continuous basis.  Ensure the accuracy of and track call center schedule adherence.
• Perform root cause analysis on Service Level misses and forecast variances.
• Develop and implement action plans to reduce or eliminate root cause and improve operational performance. 
• Communicate effectively, and provide timely reporting to Call Center Management, as well as other department business partners. 
• Execute and report upon deadlines or milestones. 
• Facilitate regular meetings with Call Center Management and other department business partners to review planned activities and make recommendations for continual improvement of planning and execution.
• Daily support for call center staff Workday time tracking, ensuring hours worked are accurately reported. 
• Decisioning of future and same day PTO requests against forecast and available resources to ensure metrics and goals are met.
• Manage new hire and resignation/termination process to include Verint Impact 360 and Avaya Call Management System (CMS). This includes building and assignment of work patterns and rotations based on hire date and skill levels.
• Perform initial desktop and telephony equipment troubleshooting prior to opening ITO ticket. 
• Coordinate with other support and business areas to best schedule activities and events that will impact operational capacity through volume or workload.
• Provide ongoing operational analysis, advanced planning, long-term planning and scheduling impacts while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators (cost per call, service level, occupancy rate, etc.).
• Produce schedules needed to satisfy interval forecasts and analyze requests for schedule adjustments, maintaining an appropriate balance between business and associate needs.
• Constantly evaluate staffing alignment and make recommendations to management for realignment of resources.
• Articulate resource deployment across multiple skills, ensuring interval achievement of goals via cross-skill utilization (e.g. skills-based scheduling for optimization).
• Identify resource requirements necessary to implement projects and effectively use project plans to focus work and ensure deadlines are met.
• Encourage and embody the highest ethical standards and uphold VyStar’s core values.
• Assist with special projects and other duties as assigned. 

Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job.

     Focus          Focus your full attention by carefully listening to and observing your client or member.

     Connect      Consistently is friendly and approachable.  Demonstrate you care.

     Understand     Listen empathetically and ask questions. (70%/30%)

     Counsel      Recommend solutions based on your clients or member’s needs and objectives.

     Advance     Ensure that member's expectations were exceeded.

• Strong forecasting ability (including Chat and Email)
• Ability to organize work and set priorities
• Ability to produce well organized, accurate and concise documentation for organization use
• Excellent quantitative, statistical reasoning, and analytical skills
• Excellent presentation and persuasive skill
• Must be detail-oriented
• Outstanding interpersonal and communication skills (verbal and written) with all levels, including senior management
• Ability to navigate multiple applications and priorities simultaneously
• Ability to work with limited direction after initial training
• Ability to maintain strict confidentiality
• Work effectively in a diverse environment
• Ability to remain flexible and adapt to change

EDUCATION

• Associates Degree in financial or business.   Education requirements may be substituted as follows:  Two (2) years of work related experience for each one (1) year of post high school education.
• 3+ years of analytic experience in call center workforce management environment
• 2+ years of experience with Verint Impact 360, Avaya Call Management System (CMS)
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
• Advanced proficiency in Microsoft Excel to include advanced formulas, visual data representation, pivot tables, macros (VBA) 

DISCLAIMERS AND WORK ENVIRONMENT

Nothing in this position description is an implied contract for employment.  The position description is intended to be an accurate account of the essential functions.  The functions are not all encompassing and are subject to change at any time by management.

The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Duties require manual dexterity to operate standard keyboard and work in a sitting position for majority of work time, working with a Personal Computer that requires staying in close proximity to equipment while on duty, in a fast passed, high volume, high stress environment.  

As required or requested, may exert up to 20 pounds of force occasionally and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.

VyStar Credit Union is not seeking outside assistance or accepting unsolicited resumes from staffing agencies or search firms for employment or contractor opportunities. Any resumes submitted by an outside vendor to any employee at VyStar via e-mail, internet, or directly to hiring managers without a valid written search agreement with the Talent Acquisition / HR department will be deemed the sole property of VyStar Credit Union.

No placement fee will be paid if a candidate is hired as a result of the referral, or through other means.

Thank you for your inquiry regarding our current job opening.  Your resume will be carefully reviewed against the position requirements. Should your experience and skills match, you will be contacted by one of our Human Resources department staff members.

Thank you again for your interest in this position!

VyStar Credit Union Human Resources