Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted yesterday

Service Center Workforce Analyst - JB

macu55 open roles

Where
Off-site Utah
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowService Center Workforce Analyst - JBmacu · Off-site Utah

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on macu's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

13.4% of postings close within 7 days. Measured by our own scanner across the market. macu postings stay open a median of 11 days.

Share of postings closed within
  1. 2.2%1 day
  2. 4.6%3 days
  3. 13.4%7 days
  4. 21.6%14 days
  5. 36.2%30 days
  6. 59.0%60 days
This job: posted yesterday

macu median: 11 days open

The posting

Please reference the schedule and minimum qualifications listed below before applying.

If you need assistance with filling out our application form or during any phase of the application, interview, or employment process, please notify our Human Resources Team at 801-366-6947 option 1 or email [email protected] and every reasonable effort will be made to accommodate your needs in a timely manner.

Job Summary

The purpose of this job is to compile and analyze Member Service Workforce/Service Level needs. Responsible for forecasting, scheduling, reporting and real time management of call center operations. Analyze workforce metrics, trends/patterns and resource allocation to meet organizational needs. Responsible for daily management of service levels and develops and analyzes reports as needed. Requires a considerable degree of operational and strategic coordination with multiple internal and external partners. Maintains awareness levels and ensures staff is informed in a timely manner of relevant policies and processes.

Job Description

To be effective, an individual must be able to perform each job duty successfully.

  • Manages member service scheduling (i.e., shifts, training, vacation, meeting, overtime, off-line work, exceptions, etc.) to ensure that daily service level and average speed of answer (ASA) objectives are met.
  • Monitors multiple increments and daily volume, average handle time (AHT) and staffing requirements to ensure volume is in compliance to member service forecasts. Monitors Real Time adherence, production statistics to ensure production is managed efficiently throughout the day
  • Generates and communicates productivity reports, staffing issues, performance measures and call statistics to member service.
  • Demonstrates professional behavior, team work, punctual, dependable, and adheres to company policies & procedures
  • Develops short term forecasts for member service with a high level of accuracy.
  • Own forecasting, capacity planning, scheduling, and real time management for member service.
  • Understand volume and team capacity to engage management in changing levers on or off to achieve a business unit’s desired outcome.—advise management
  • Maintain a 3 week out planning process for all of member service.

KNOWLEDGE, SKILLS, and ABILITIES

The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Experience

3-5+ years of similar or related experience; managing workforce via an inbound environment

Experience with Cisco/Calabrio/Kronos or similar Workforce Management Tools preferred

Advanced skills in Microsoft Office (Outlook, Word, Excel)

Experience reviewing data visualization tools/dashboards.

Education

Two year degree or equivalent. Four year degree preferred.

~

Licenses, Certificates, Registrations

None

Computer/Office Equipment Skills

Intermediate skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel.

Managerial Responsibility

Has no supervisory/managerial responsibilities

Additional Skills and Responsibilities

  • Audit employee’s attendance for tardiness.
  • Manage service center attendance line.
  • Have an understanding of all MACU policies/procedures related to attendance and time off.
  • Strong data, analytical, and root cause analysis.
  • High attention to detail.
  • Experience analyzing, interpreting and summarizing complex data as it relates to contact center & branch operations.
  • Experience preparing and presenting reports, forecasts, trends and recommendations to the team and management.
  • Strong leadership skills with the ability to influence without authority.

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Ability to talk, hear, sit, use hands to handle or feel and reach with hands and arms consistently. Extended periods of sitting.

Vision Requirements

Close vision (clear vision at 20 inches or less) Distance Vision (clear vision at 20 feet or more)

Weight Lifted or Force Exerted

Ability to lift up to 10 pounds consistently and up to 50 pounds occasionally

Environmental

There are no unusual environmental factors. Typical office.

Noise Environment

Moderate noise (business office with computers and printers, light traffic)

Use of Vehicle

Occasional must use a vehicle to obtain various items for meetings.

***This Job is not eligible to be performed in Colorado or Connecticut, either remotely or in-person.***

Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against macu's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on macu's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    macu's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.