Workforce Management Specialist

The Workforce Management Specialist is responsible for ensuring optimal staffing across all Branch and Member Service operations by aligning team member schedules with forecasted member demand. This role involves generating, analyzing, and distributing reports from various systems (e.g., UKG, Excel, Salesforce, Alkami, Calabrio, Cisco CCX) to inform critical business decisions. The Specialist operates in a fast-paced environment, monitoring key performance indicators and business operations to support strategic decision-making.

Duties and Responsibilities:

• Foster a positive and professional work environment in alignment with Idaho Central Credit Union’s core values.


• Communicate effectively, accurately, and promptly with team members across the organization.


• Manage time-off requests, meeting requests, attendance tracking, skill adjustments, team member movements, and real-time operational efficiency.


• Develop, distribute, and maintain work schedules for Branches, the Member Contact Center (MCC), and other departments, ensuring daily accuracy and coverage.


• Collect, organize, and analyze data, presenting it in a clear and actionable format daily.


• Generate, maintain, and distribute consistent and accurate reports (daily, weekly, monthly, quarterly, yearly, and ad-hoc) to identify trends and inform decision-making.


• Always ensure the accuracy and currency of production data.


• Create and maintain weekly and monthly scorecards for all team members.


• Collaborate with cross-functional teams to interpret data, investigate root causes, and provide data-driven recommendations for business processes.


• Partner with department heads and business units to address department needs, research innovative solutions, and provide scalable recommendations in line with the Credit Union’s growth.


• Work closely with management to develop, implement, and maintain departmental procedures, providing necessary communication and educational materials.


• Troubleshoot and resolve operational discrepancies or errors efficiently.


• Track agent skill levels and training, scheduling continuing education and development opportunities for team member advancement.


•  Perform maintenance on member accounts and handle administrative and clerical duties as required.

Qualifications:

A bachelor’s degree or equivalent experience is preferred. The candidate must demonstrate exceptional data processing and computer skills, with advanced proficiency in Microsoft Excel. Previous experience with Workforce Management (WFM) is preferred. The role requires flexibility in working hours to provide comprehensive support. The candidate must work effectively under pressure, maintain organization, and possess excellent communication and interpersonal skills. Understanding of Credit Union goals and objectives is essential, along with the ability to complete tasks accurately with minimal supervision. Maintaining confidentiality of Credit Union and member records is imperative.

Performance Standard:

A demonstrated cooperative and positive attitude towards members and other Credit Union staff. A high sense of urgency, and the ability to multi-task, meet deadlines, and learn other duties quickly. Professional in appearance, attendance, quality, and quantity of work performed. Maintain confidentiality and a positive attitude. Ability to work under pressure and through conflicting situations. Have a general knowledge of all Credit Union functions, procedures, and policies. Must be willing to comply with the Bank Secrecy Act and USA Patriot Act as implemented by Idaho Central Credit Union.

Physical Requirements:

• Perform tasks requiring manual dexterity (processing paperwork, filing, stapling, sorting, collating, typing, counting cash, etc.).


• Sit for extended periods of time.


• Lift 20-40 pounds of applicable supplies including but not limited to copy paper, cash drawers, marketing material, etc.


• Repetitive motion using wrists, hands, and fingers.


• Reach keyboards.


• Ability to operate basic office machines (calculator, computer, telephone, copy machine, fax machine, etc.).

This role offers benefits, including: 

• Competitive Pay


• Medical, Dental, & Vision Insurance 


• Generous Paid Time Off


• Paid Holidays


• Matching 401K AND Pension


• Tuition Reimbursement


• Employee Assistance Program


• Employee Wellness Program


• Paid Group Life and Disability Insurance


• Awesome Culture


• And More

The above statements reflect the general details considered necessary to describe the essential functions of the job and should not be construed as a detailed description of all the work requirements that may be inherent of the job.

Must be eligible for membership at Idaho Central Credit Union to obtain employment.

ICCU is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, age, disability, protected veteran status or other characteristics protected by law.

The above statements reflect the general details considered necessary to describe the essential functions of the job and should not be construed as a detailed description of all the work requirements that may be inherent of the job.

Must be eligible for membership at ICCU to obtain employment.

ICCU is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, age, disability, protected veteran status or other characteristics protected by law.