Analyst - Workforce

Position Title: Analyst - Workforce

Reporting Manager Title: Manager - Contact Center Operations

FLSA Status: Non-Exempt

Work Arrangement: Hybrid

Date Created:

Date Revised: 06/2025

Created By: Abbas

Position Summary:

Works in conjunction with the Member Care (call center) and Branch Services to monitor the flow of member contacts, statistical trends and progress toward service goals and targeted response time. Provides research, makes recommendations, and assists with technology solutions to improve the overall quality, increase efficiency, and reduce overall operation costs.

Essential Duties and Responsibilities:

• Forecasts volume and staffing requirements utilizing knowledge of internal TDECU operations, upcoming product rollout schedule, and all other organizational changes. Builds statistical models or adapts existing ones to meet member care and branch requirements.
• Determines optimal work schedules and coordinates the effective scheduling of department meetings, training sessions, and vacations.
• Monitor incoming calls, agent availability, and workload distribution in real-time, including tracking call queues, agent adherence to schedules, and adjusting staffing levels as needed to meet service level agreements (SLAs).
• Interprets data related to internal and external member needs and advises the Manager of Member Care.
• Optimizes the use of technology and workforce management techniques to improve member care and branch efficiency & effectiveness.
• Communicates effectively in both verbal and written formats with individuals or groups and gives presentations utilizing various audio/visual support aids.
• Consults, advises and works with the member care and branch management teams to produce high levels of member satisfaction balanced with the TDECU business needs.
• Manages multiple projects, works in a fast-paced environment, and meets all deadlines as required.
• Provides direction and leadership to department supervisors and managers in adherence to productivity goal management.
• Exercises discretion and independent judgments in making decisions and interacts both effectively and positively with all levels of personnel. Demonstrates strong analytical and quantitative skills.
• Actively participates in internal and external community relations activities and groups to represent the Credit Union.
• Implements processes as required by the Bank Secrecy Act and TDECU policies and procedures including but not limited to completing and submitting Currency Transaction Reports.

Minimum Qualifications:

Education:

Bachelor's or four-year degree from an accredited university preferred. Plus, specialized or technical training or an equivalent mix of education and experience

Experience:

Two to three years of experience with call center workforce management, including Workforce Planning, Call Volume Forecasting, Scheduling and Reporting of call center metrics.

Knowledge, Skills, and Abilities:

• Strong analytical, organizational, and time management skills are necessary.
• Prior experience working with Telephony systems such as Five9, Genesys, Cisco, Avaya or other such software, and Workforce Management system such as IEX, Verint, Calabrio or other such software.
• Intermediate to advanced skills in MS Excel, including understanding of functions such as VlookUp/XlookUp, Sumifs/Countifs, Pivot Tables and Power Query.
• Experience with data visualization tools such Power BI or Tableau strongly preferred.
• Advanced PC/Windows-based software experience required with proficiency in other Microsoft applications such as PowerPoint and Word.
• Ability to effectively communicate, organize, problem solve and execute.
• Presentation skills are needed.
• Ability to utilize a personal computer, telephone, facsimile, copier, calculator and other general office equipment.

Physical Demands and Work Environment:

(The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position and/or may be encountered while performing essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• While performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit.
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
• The noise level in the work environment is usually moderate.
• Our company offers a dynamic hybrid work arrangement, which requires three days of on-site work, in the Sugar Land, TX office.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Texas Dow Employees Credit Union is an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis including race, color, age, protected veteran status, sex, religion, disability, genetic information, national origin, or other status protected by federal, state or local law. Consistent with the American Disabilities Act, applicants may request accommodations needed to participate in the application process.