Senior Workforce Management Analyst
Not Disclosed•Full-TimeOn-site
location_on494, East Cabarrus Street, Warehouse District, Raleigh, Wake County, North Carolina, 27601, United States
Civic Culture
Our organization believes we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being of our employees. We believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins.
About the Role
The Senior Workforce Management Analyst serves as a senior-level operational and analytical resource supporting Workforce Management (WFM) functions across the Experience Center. This role acts as a strategic partner to Experience Center leadership, identifying operational trends and recommending workforce optimization opportunities to ensure alignment between member demand, staffing strategies, and service delivery objectives. You will be the subject matter expert for Genesys Cloud WFM functionality, leading the implementation of new capabilities and mentoring team members on best practices. This position requires a deep understanding of contact center operations and the ability to drive long-term workforce planning initiatives.
Hiring Process
If you have questions about this position description, please feel welcome to ask. You can reach our HR Department at:
Civic Human Resources 3600 Wake Forest Road, Raleigh, NC 27609
Email: careers@civicfcu.org
Work location
Work model: On-site
494, East Cabarrus Street, Warehouse District, Raleigh, Wake County, North Carolina, 27601, United States
Raleigh, North Carolina
Key Responsibilities
- check_circleDevelop and maintain short-term and long-term contact center forecasts across multiple business lines
- check_circleAnalyze historical trends, seasonality, and operational drivers to improve forecast accuracy
- check_circleSupport staffing models and capacity plans to align workforce requirements with service level objectives
- check_circleProvide scenario modeling and what-if analysis to support operational decision-making
- check_circleMonitor forecast variances and recommend corrective actions to maintain performance
- check_circleIdentify opportunities to improve operational efficiency, occupancy, shrinkage management, and schedule effectiveness
- check_circlePartner with leadership to optimize staffing strategies, queue structures, skill assignments, and routing logic
- check_circleServe as a subject matter expert for Genesys Cloud WFM functionality and troubleshoot configuration issues
- check_circleLead the implementation and optimization of new WFM capabilities and operational enhancements
- check_circleTrain and mentor team members on workforce management tools and best practices
Requirements
- verifiedMinimum 7–9 years of Workforce Management experience
- verifiedExperience with Genesys Cloud CX workforce management software
- verifiedAbility to work onsite at Credit Union administrative headquarters
- verifiedTravel required sometimes
Nice to Have
Experience in financial services or credit unions. Proven ability to thrive in a fast-paced, dynamic environment with a strong track record of adaptability and responsiveness to changing priorities. Analytical mindset with proficiency in tools such as Excel, SQL, or BI software for data analysis. Exceptional communication skills for presenting insights and recommendations to stakeholders. Understanding of regulatory compliance and customer service excellence.
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Frequently asked questions about Senior Workforce Management Analyst at Local Government Federal Credit Union
What does a Senior Workforce Management Analyst at Local Government Federal Credit Union do?expand_more
Day-to-day, the Senior Workforce Management Analyst at Local Government Federal Credit Union will develop and maintain short-term and long-term contact center forecasts across multiple business lines; analyze historical trends, seasonality, and operational drivers to improve forecast accuracy; support staffing models and capacity plans to align workforce requirements with service level objectives; and provide scenario modeling and what-if analysis to support operational decision-making.
What are the requirements for this Senior Workforce Management Analyst role?expand_more
To qualify for the Senior Workforce Management Analyst at Local Government Federal Credit Union position, applicants should have: Minimum 7–9 years of Workforce Management experience; Experience with Genesys Cloud CX workforce management software; Ability to work onsite at Credit Union administrative headquarters; and Travel required sometimes.
Where is the Senior Workforce Management Analyst role at Local Government Federal Credit Union located?expand_more
Senior Workforce Management Analyst at Local Government Federal Credit Union is based in 494, East Cabarrus Street, Warehouse District, Raleigh, Wake County, North Carolina, 27601, United States. This is a on-site role.
Is this Senior Workforce Management Analyst job remote, hybrid, or on-site?expand_more
Local Government Federal Credit Union has listed this Senior Workforce Management Analyst role as on-site.
How much experience is required for this Senior Workforce Management Analyst role?expand_more
Senior Workforce Management Analyst at Local Government Federal Credit Union typically requires 7–9 years of relevant experience at the senior level.
What skills do you need for the Senior Workforce Management Analyst role at Local Government Federal Credit Union?expand_more
Key skills for Senior Workforce Management Analyst at Local Government Federal Credit Union include Genesys Cloud WFM; Genesys Cloud CX; Excel; SQL; and Bi Software.
What category does the Senior Workforce Management Analyst role belong to?expand_more
Senior Workforce Management Analyst at Local Government Federal Credit Union is part of the hr & recruitment job category on Recrutus.