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 Contact Center Work Force Management Analyst to join our team! As the Contact Center Work Force Management Analyst you will oversee the productivity of the Contact Center by assessing, analyzing, and reporting employee productivity at the individual, departmental and institutional levels. You will determine the best way to utilize employees' productivity skills using techniques and theories of workforce management. Additionally 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. As the Contact Center Work Force Management Analyst you will manage scheduling, process time-off requests, and generate reports to show productivity and performance changes. You will also 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. Learn more about our company culture here! As a Contact Center Work Force Management Analyst you will... Complete monthly reports on Work Force Management including but not limited to call tendencies 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. Review and monitor call volumes, peak times, and turnover 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. Assess and manage all time off requests, leveraging WFM tools to ensure adequate staffing coverage. Oversee and complete daily exceptions of staff's adherence to schedule. Adjust the staffing schedule to accommodate training needs. Oversee shift trades, shift assignments and holiday shift bids. Monitor shrinkage and adjust schedule to support appropriate coverage. Make recommendations for staffing needs to leadership. Optimize shift patterns to balance workload and minimize costs. Train Contact Center leadership on the different features 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. As