Workforce Planning Coordinator

About Us

Kitsap Credit Union is a not-for-profit, member-owned financial cooperative with more than 300 employees and 14 branches throughout Western Washington. We have a passion for making a positive difference. As a $2+ billion-asset credit union, we are deeply committed to our members' financial wellbeing and the prosperity and quality of life in the communities we serve. We are proud to be led by individuals with the experience and skills to drive our organization toward our goals for strategic growth and operational excellence.

Our KCU Cares Foundation program focuses on providing resources and support for those struggling with homelessness or hunger and improving the financial well-being of the people in our communities. And beyond monetary efforts, we have provided thousands of hours in staff volunteerism and in-kind support. At Kitsap Credit Union, our success is built on trust-based relationships and personalized service. We understand our employees are key to our success.

They provide the personalized service to our members and contribute to the communities where we live. We are committed to providing a supportive, mission-driven, and inclusive culture where employees can grow their careers.

Kitsap Credit Union is searching for a Workforce Planning Coordinator to work out of our East Bremerton office. This position is responsible for supporting the Accounts Control leadership team by effectively optimizing resources between call queues and offline tasks based on priorities. This position will support leadership by monitoring Agent efficiency intra-day and trended over time to improve overall performance. This position plays a key role in all aspects of maximizing call handling efficiency.

Reports to:

Director, Accounts Control

Employment Type:

Full-time, hourly, non-exempt, hybrid
Salary Range: $32.06 - $38.63/hour depending on experience
Bonus Target: 6% potential incentive of base pay

Working Hours:

Monday - Friday 9AM - 5PM
Grade: 8BC
Industry: Banking

• Schedule Accounts Control employees efficiently based on delinquency volume and staffing levels. Maintain accurate staffing data in workforce management software by inputting schedule changes, coordinating off-phone activities, inputting approved time off, etc.
• Run reports in the NICE system and Temenos system to identify opportunities to improve Agent efficiency.
• Partner with Supervisors and Trainers to coach Agents on call handling best practices focused on efficient call handling.
• Analyze call volumes, patterns, issues, and trends and compile statistics for the leadership team on a monthly or as-needed basis. Identify issues and make recommendations on initiatives to support process improvement and plans for future growth.
• Assist with the development, deployment, and management of new technology solutions utilized by the Accounts Control department.
• Handle workforce related technical support, open tickets with the appropriate vendor as needed, document outages and system issues, then coordinate with department leadership to quantify impact. Control access management for all accounts control vendor sites.
• Track, evaluate, and report on operational performance of Accounts Control vendors. Develop, recommend strategies, and hold vendors accountable for service level agreements to increase efficiency. Identify key priorities and activities within the scope of business and recommend improvements for processing and communication.
• Manage high level administrative functions including reporting of Key Performance Indicators, month end reports, manage internal procedures platform, participate in company wide projects while looking for opportunities.