The Senior Operations Planning Analyst provides operational support to drive maximum productivity, cost effectiveness and member service. Partners with the workforce management, management staff, and training functions within the Contact Center, which is comprised of phone, email and chat channels. Analyzes and forecasts interaction volumes, identifies relevant customer and business trends, recommends staff requirements, and monitors performance to optimize front-line team member productivity and engagement and enhance the member experience.
Creates, automates, manages and executes all reporting and tracking of key performance metrics. Extracts and formats data from multiple systems into usable reports and dashboards, and ensures timely delivery. Provides supporting data for capacity planning to ensure hiring plans are in place to maintain appropriate staffing levels.
Partners with managers and training teams to support communication of proper workflows, processes and procedures, and ensures team members are provided the time to be appropriately trained. The Analyst will also support the development and implementation of forward looking department strategies to improve performance, including identifying and addressing prevalent issues based on trend analysis and root cause analysis. The Analyst will also provide support and back up on related systems and functions associated with Contact Center operations.
Physical Standards With or Without Reasonable Accommodations:
Requires the ability to sit/stand for extended periods of time (up to 7 hours daily); repetitive motion of hands for typing, gripping, grasping, filing, etc.; the use of commonly-found office equipment; and occasional stooping, bending and squatting.
Management reserves the right to change any employee’s duties and/or duty description at any time as it deems necessary or appropriate. Employment with UNIFY Financial Credit Union is at-will. UNIFY Financial Credit Union is an Equal Opportunity Employer.