Manager, Forecast & Workforce Management

Velera is the nation’s premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. The company serves more than 4,000 financial institutions throughout North America, operating with velocity to help our clients keep pace with the rapid momentum of change and fuel growth in the new era of financial services. Our purpose: We accelerate partners’ success through innovative financial technology solutions and inspired service.

The Opportunity:

This position coordinates staffing, scheduling, volume forecasting, reporting, and management of applicable systems in support of the Contact Center Services & Solutions (CCSS), Fraud Detection (FDWC), and Dispute Operations Center (DOC) functions. Incumbent may be responsible for development and implementation of workforce, procedures, and practices across CCSS, FDWC, and DOC. Incumbent will work in close partnership with leadership and management to ensure business needs are met in all locations/sites to improve client satisfaction, employee satisfaction, and efficiency. Incumbent will also be responsible for maintaining relationship with external vendors related to workforce management.

Day in the Life:

• Forecast short and long-term staffing requirements in order to meet service levels and standards; Use required modeling solutions to accurately forecast incoming contacts (cardholder calls and mail volumes), average handle times, average handle time, attrition, utilization, schedule adherence, shrinkage, and occupancy rates.

• Deliver required staffing forecasts for annual budgeting along with revisions based on changing planning initiatives.

• Direct and lead all aspects of scheduling function to exhibit outstanding processes to level employee engagement and service level efficiencies to drive occupancy and financial ascendancy.

• Lead staffing Resource Plan and associated meetings to ensure that operations is accurately staffed and within budget for all front line staff positions within the Contact Center Services & Solutions; Partner with the Workforce Manager, Training, Human Resources, and Operations Management to ensure timely recruiting and training of staff additions and replacements.

• Manage Real Time workforce volumes, performance, reporting, and anomalies to advise intraday performance and actions across multiple lines of businesses. This includes Daily Division and Department Dashboards, service level analysis, service level penalty analysis, trend analysis, objective tracking, etc.

• Use information from other divisions to forecast impact of business continuity plans, conversions, etc. and provide associated staffing requirements given all constraining parameters; Partner with key stakeholders and develop recommendations for unusual/changing conditions, emergencies, or other circumstances that may warrant management attention and/or changes to existing processes within CCSS, FDWC, and/or DOC.

• Analyze pertinent production related statistical data, making recommendations for improvement; Respond to requests for analysis regarding staffing conditions within the division; Actively participate in operational discussions and provide analysis and insight on “what if” scenarios.

• Provide reconciliations of forecast to clear identify drivers of variances and impacts to service level results. Utilize this information to improve the forecasting/staffing processes.

• Implement and lead a Change Control process for CCSS, FDWC, and/or DOC considering all stakeholder groups.

• Oversight and management of real-time overtime, ACD skilling & priorities, and training schedules. As well as monitoring and management of real time schedule adherence.

• Run the system administration for the NICE/IEX TotalView workforce management application.

• Provide direction and leadership to staff; guide, coach, mentor and develop staff ensuring compliance with processes and procedures

• Handle interviewing, hiring, promotions, transfers, performance appraisals, compensation, counseling and termination of staff

• Develop and maintain staff by applying the necessary training and leadership that will allow internal growth and advancement

• Direct staff, to ensure that all duties are performed according to department performance standards

• Perform other duties as assigned.

Qualifications:

• Bachelor’s Degree in related field (Advanced Mathematics, Statistics, Finance, or Business Management) or equivalent combination of education and experience required. Master’s degree in statistical analysis preferred.

• Five (5) years of experience forecasting in a multi-contact type center environment required.

• Three (3) years NICE IEX TotalView or workforce/scheduling software experience required.

• Three (3) years management or supervisory experience, delivering performance reviews required.  

• Demonstrated excellent analytical and quantitative skills

• Ability to communicate effectively in both verbal and written formats and give presentations utilizing various audiovisual support aids

• Ability to lead multiple projects, work in fast-paced environment, and meet deadlines

• Ability to exercise discretion, independent judgment, and negotiation skills in making decisions, and interact effectively and positively with all levels of personnel, credit unions and vendors

• Advanced proficiency in spreadsheet and database computer software applications

• Strong interpersonal and time management skills required

• Ability to maintain confidentiality of materials handled

• Knowledge of Visa, MasterCard regulations and third party systems preferred

About Velera

At Velera we are committed to fostering a workplace where every employee feels valued, respected, and connected. We understand, attract and engage a diverse workforce where every employee can live up to their full potential; ensuring that our employee base reflects the consumers we serve. The result of this effort is an inclusive environment where diverse talent thrives. We strive to foster a safe and inclusive work environment for people to bring their authentic selves in order to build a better community within our company and with our partners.   Learn more about our commitment to Diversity, Equity, and Inclusion HERE!

Pay Equity

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Actual Pay will be adjusted based on experience and other job-related factors permitted by law.

Great Work/Life Benefits!

• Competitive wages

• Medical with telemedicine

• Dental and Vision

• Basic and Optional Life Insurance

• Paid Time Off (PTO)

• Maternity, Parental, Family Care

• Community Volunteer Time Off

• 12 Paid Holidays

• Company Paid Disability Insurance

• 401k (with employer match)

• Health Savings Accounts (HSA) with company provided contributions

• Flexible Spending Accounts (FSA)

• Supplemental Insurance

• Mental Health and Well-being: Employee Assistance Program (EAP)

• Tuition Reimbursement

• Wellness program

• Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions

Velera is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

Velera is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following "EEO is the Law" Poster. Velera will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.

Velera is an E-Verify Employer. Review the E-Verify Poster here.  For information regarding your Right To Work, please click here.

As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at [email protected] for assistance.