Manager, Contact Center Workforce Management

This people manager role leads and oversees the call center workforce management function. Ensures all productivity and performance service levels are achieved for UNFCU’s 24/7 call center environment. Responsible for assisting the call center in optimizing staffing across all delivery channels (inbound calls, email, chat, etc.). Assist in projecting staffing needs based on volume forecasts and reporting daily, monthly and quarterly needs ensuring quick responses to business needs.

This position is expected to be hybrid.

NYC Salary Range - $100,860-$129,000 annually; compensation is commensurate to geographic location.

• Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.
• Oversee the contact center workforce analyst team and execute all responsibilities inherent to a leadership role (coaching, development, etc.).
• Utilize Workforce Management (WFM) modeling software to accurately generate multi-channel forecasts, schedules, and intraday plans.
• Develop and execute communication strategy for regular contact center results provided to leadership team and synthesize quantifiable data into easy to understand/actionable recommendations. 
• Take accountability for all workforce production metrics and successful attainment of goal targets that drive member satisfaction (service levels, average handle time, adherence, etc.)
• Collaborate with contact center management team to ensure appropriate staffing is in place and contingency plans are created to overcome operational challenges.
• Develop and maintain set qualitative and quantitative performance expectations for staff. Analyze daily activity reports, scorecards, forecasting volume reports and other reports as assigned, providing regular updates to the contact center management team. 
• Collaborate with the contact center quality and training team to strategically plan various initiatives ensuring that service excellence is at the forefront.
• Work with IT and Operations Data Analyst to streamline contact center reports, and set up department metric snapshots to keep supervisory staff abreast of turnaround times, performance metrics and all delivery channel performance.
• Assist in the development of short to long term capacity planning for the contact center.
• Maintain and build relationships with key business stakeholders including IT, member service leaders, and other management across UNFCU.
• Create a positive, fair and consistent work environment that fosters successful team performance.
• Develop, train, coach, and evaluate staff to maximize performance and foster service excellence.
• Perform additional responsibilities as assigned
• Uphold UNFCU’s compliance with the Bank Secrecy Act and anti-money laundering policies and procedures, including:
• Maintain awareness of and report suspicious activity
• Complete all relevant BSA reports promptly and accurately (e.g. CTRs, SARs)
• Complete annual BSA/AML/OFAC training

• Bachelor’s degree in Mathematics, Statistics or Business and/or equivalent experience id direct workforce management
• 7+ years of workforce management experience 
• 3+ years of experience in a multi-site contact center
• 3-5 years of experience with call center (contact center) workforce management software, such as Calabrio, IEX, EWFM, Verint, NICE, etc.
• Comprehensive and demonstrated understanding of data analysis and statistics to identify trends and skills gaps
• In-depth knowledge of office procedures and workforce management systems
• Thorough knowledge of reporting and report writing systems
• Advanced MS Excel skills

• Workforce management experience in a 24/7 call center environment
• Ability to compile data and reports from multiple applications to conduct analysis

UNFCU is a global not-for-profit financial institution that serves the UN community. We are committed to providing peace of mind to our members and colleagues and strive to achieve service excellence in all that we do. The best part of UNFCU is the people. Those that choose to work with us often find personal fulfillment, professional growth and a purposeful culture. 

UNFCU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. UNFCU prohibits discrimination and harassment of any type. All applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by country, federal, state or local law