Workforce Management Analyst

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

• Compile and analyze data from Workforce Management systems and other sources to support staffing and operational decisions.
• Forecast call volume, workload, and staffing needs based on historical trends and business requirements.
• Develop and manage work schedules for approximately 400+ employees, adjusting daily based on attendance, call volume, and operational activities.
• Troubleshoot scheduling issues related to breaks, lunches, and time-off requests; coordinate approvals based on business needs.
• Monitor queues and agent adherence in real time throughout the day; collaborate with supervisors to address deficiencies.
• Analyze daily performance metrics, including logon time, talk time, average handle time, calls handled, transfers, and schedule adherence.
• Provide analysis for ad-hoc reports requested by management (e.g., Quarterly Business Review).
• Recommend solutions to improve workflow efficiency and achieve service level and wait time goals.
• Assist Workforce Management Specialists as needed and support training initiatives for new products or process improvements.
• Ensure compliance with state and federal regulations, including labor laws, bank secrecy, and anti-money laundering requirements.

Qualifications and Preferences

• Bachelor’s Degree or equivalent work experience required.
• 1+ years of progressively responsible workforce management experience within a financial institution, including forecasting, scheduling, capacity planning, and real-time operations required.
• Experience supporting multi-channel environments, including voice, digital, and chat channels, in a fast-paced, customer-focused organization preferred.

Why Join Us

The Credit Union provides a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed to a total rewards philosophy built on; a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion. We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.