Job Details Level Experienced Job Location Corporate Office Extension - Tacoma, WA Position Type Full Time Education Level High School Diploma or equivalent.   Salary Range $25.00 - $37.50 Hourly Travel Percentage Negligible Job Shift Monday - Friday Job Category Customer Service Description Sound is looking for... A Work Force Management Analyst to join our team! As the Workforce Management Specialist you will oversee the productivity of Sound's Contact Center by assessing, analyzing, and reporting employee productivity at the individual, departmental and institutional levels. In this role you will determine the best way to utilize employees' productivity skills using techniques and theories of workforce management. As the Work Force Management Analyst you will track team member time using daily, weekly, and monthly measurements and use workforce optimization software to improve efficiency and forecast staffing needs taking contact center volume and headcount requirements into account. In this role Manage scheduling, process time-off requests, and generate reports to show productivity and performance changes. Additionally, you will provide leadership with efficiency updates and uphold high member service standards through real-time monitoring and other methods. At Sound you will experience... Our purpose which is "to stand with you through all waves of life". Every day, our employees help us to live this purpose. We believe in empowering our employees to do the right thing. A diverse workforce with an inclusive and supportive environment. Besides competitive pay, we offer career growth, and we hold a benefits package that's consistent with our purpose, personalities, and values. Teams that are living out the credit union philosophy of "people helping people". Fellow employees who are dependable, genuine, inclusive, and resourceful. Leaders of Sound Credit Union who embrace our Brand Purpose. At Sound, we recognize our actions strongly impact our Brand-led culture. Therefore, we commit to consistently serve as Brand Advocates by modeling desired behaviors to inspire others through being Supportive, Open, Unified, iNclusive, and by Doing the right thing. As a Work Force Management Analyst you will... Review and monitor call volumes, peak times, and turn rate to make scheduling and staffing recommendations to assist department in meeting Service Level Agreements. Create daily staffing schedule to ensure appropriate coverage to support Contact Center call volume and support member needs. Oversight of staff's adherence to schedule. Schedule team member training as needed. Complete monthly reports on Work Force Management including but not limited to, call statistical trends and patterns. Provide reporting analysis and recommendations to management. Execute a budget forecast and own the development and implantation of staffing and metric models, reporting and analysis. Train Contact Center leadership on the use of workforce planning tools. Develop reporting processes, dashboards, and presentations to fulfill leadership reporting needs. Drive continuous improvement to increase productivity, accuracy, and improve case management staffing levels. Assist service line leaders with QC tracking and management. Schedule oversight including managing change requests. Monitor shrinkage and adjust schedule to support appropriate coverage. Make recommendations for staffing needs to leadership. Responsible for 3rd party service requests, including but not limited to processing requests, monitoring output, and making recommendations to improve. Set and manage schedule adherence results. Assist in providing oversight of the Wor