Branch Resource Coordinator

About the role

We value and rely on the unique talents and contributions of our employees to absolutely excel in member engagement by Delivering Signature Experience. The Branch Resource Coordinator and Scheduler develops and maintains optimized Floater and branch coverage schedules across the branch network. Using staffing forecasts, branch volume, productivity, business continuity needs, and team member skill levels, this role prioritizes coverage requests, responds to scheduling issues, and supports operational continuity. The position administers centralized call-out and workforce management processes, prepares staffing analyses and coverage plans, and partners with Branch Management, the Branch Resource Administrator, and Branch Operations senior management to maintain appropriate staffing levels.

Responsibilities

• Analyze weekly forecasts, MRM, Workday Scheduling Hub, branch activity, and staffing levels to create and adjust schedules that optimize network coverage.
• Maintain and apply the Floater Request Matrix to prioritize and fulfill coverage requests based on business need, team member skill level, and urgency.
• Coordinate annual and ongoing Floater vacation planning, absentee and time-off requests, and calendars; develop staffing plans that accommodate training, development, meetings, and huddles; and consult with the Branch Resource Administrator regarding overtime needs.
• Monitor scheduling and coverage trends, recommend forecasting and process improvements, and prepare Branch Resource Allocation and key performance reports for Branch Operations senior management.
• Partner with Branch Operations leaders to review trends, projections, and staffing action plans, and orient new Floater team members to scheduling processes.
• Coordinate department meetings and presentations, including agendas, materials, and related member, branch, and departmental communications.
• Maintain Branch Administration content on Wesnet and SharePoint, ensuring information is accurate, clear, current, and accessible to internal audiences.
• Maintain effective interpersonal skills with all levels of team members, and the ability to learn and adapt to new technology.
• Maintain confidentiality of credit union and member records.
• Meet personal development and training objectives established by department management and complete Wescom University core curriculum.
• Ensure that the physical environment of assigned workspace is maintained according to Wescom’s standards and that personal appearance reflects the desired level of professionalism.
• Perform other related duties as assigned or requested.

Requirements

• Bachelor’s Degree preferred.
• Previous Financial Industry And Customer Service Experience Preferred.
• Excellent communication skills, both written and verbal.
• Previous experience with scheduling and forecaster, minimum 2 years’ experience preferred.
• Knowledgeable with industry standard call center metrics.
• Strong organizational skills; attention to detail and accuracy.
• Strong analytical and problem-solving skills.
• Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.
• Ability to communicate data to all levels of employees in an understandable fashion.
• Requires good judgment, decision making and problem solving, analytical skills, and team orientation.

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.