Workforce Management Analyst

J  o  b    D  e  s  c  r  i  p  t  i  o  n

THE DETAILS

Job Code:

4302

Grade:

19H

Status:

Non-exempt

POSITION AND PURPOSE

The Workforce Management Analyst is responsible for analyzing data, forecasting call volumes, and maintaining optimal staffing levels to ensure the Contact Center meets service level goals. This role collaborates with management to develop short- and long-term workforce strategies, provides critical insights for decision-making, and supports operational efficiency through scheduling, reporting, and compliance.

WHO WE ARE

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE

You are a detail-oriented and analytical professional who enjoys using data to solve problems, improve operational performance, and support exceptional member experiences. You thrive in a fast-paced environment, balancing forecasting, scheduling, and real-time workforce needs while adapting to changing business demands. You are skilled in reporting and data visualization, leveraging tools such as Power BI to analyze trends, develop actionable insights, and communicate performance results to stakeholders. A collaborative team player, you build strong partnerships across the organization, communicate effectively, and are committed to driving efficiency, accuracy, and continuous improvement.

THE WORK

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Compile and analyze data from Workforce Management systems and other sources to support staffing and operational decisions.

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Forecast call volume, workload, and staffing needs based on historical trends and business requirements.

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Develop and manage work schedules for approximately 400+ employees, adjusting daily based on attendance, call volume, and operational activities.

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Troubleshoot scheduling issues related to breaks, lunches, and time-off requests; coordinate approvals based on business needs.

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Monitor queues and agent adherence in real time throughout the day; collaborate with supervisors to address deficiencies.

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Analyze daily performance metrics, including logon time, talk time, average handle time, calls handled, transfers, and schedule adherence.

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Provide analysis for ad-hoc reports requested by management (e.g., Quarterly Business Review).

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Recommend solutions to improve workflow efficiency and achieve service level and wait time goals.

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Assist Workforce Management Specialists as needed and support training initiatives for new products or process improvements.

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Ensure compliance with state and federal regulations, including labor laws, bank secrecy, and anti-money laundering requirements.

QUALIFICATIONS

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Bachelor’s Degree or equivalent work experience required

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1+ years of progressively responsible workforce management experience within a financial institution, including forecasting, scheduling, capacity planning, and real-time operations required

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Experience supporting multi-channel environments, including voice, digital, and chat channels, in a fast-paced, customer-focused organization preferred

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Proficiency with Workforce Management systems.

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Strong analytical and problem-solving skills.

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Excellent oral and written communication skills.

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Advanced MS Office skills (Excel, Access, Word).

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Attention to detail and accurate data entry.

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Knowledge of credit union products, services, and compliance regulations.

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Business intelligence and reporting tools (Power BI, Tableau, Business Objects)

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Experience with NiCE systems (IEX, CXOne, Nexidia)

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None Required

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Takes Initiative - Owns tasks and responsibilities 

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Delivers Results with Agility - Meets deadlines and adapts

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Collaborates Across Teams - Works well within the team Solves Problems Proactively

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Handles day-to-day challenges Builds Trust and Credibility - Demonstrates reliability 

ORGANIZATIONAL CONTACTS AND RELATIONSHIPS

INTERNAL:

Branch, IT, Call Center Staff and all levels of management

EXTERNAL:

Vendors, credit unions, and other industry related Associations

WORKING CONDITIONS

Work time includes weekend and after-hours time, based on organizational needs. This position works in-office where working conditions, lighting, temperature, audio, and workspace are all sufficient.

PHYSICAL REQUIREMENTS

Work requires the ability to constantly operate a computer and the ability to read, type, and communicate. Work may require the ability to move work-related supplies weighing up to 10-15 pounds.

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.

DECLARATION/ACKNOWLEDGEMENT

This job description outlines the essential functions and physical/mental requirements necessary to perform this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.