CO-OP Financial Services provides technically superior products and services to financial institutions across the nation. We are seeking a talented Workforce Manager to be responsible for providing exceptional service by forecasting call volumes and staffing requirements to ensure resources are maximized across the organization. The WFM Manager conducts quantitative analysis to provide recommendations for developing work force plans. This includes forecasting, capacity planning, scheduling, and change management to ensure that KPIs are met. This position will be a key contact for Managers, Supervisors and Senior Management in regard to service level information and KPI reporting. The WFM Manager is responsible to direct staff in the efficient real time management of workload across the Call Center(s) by maximizing available resources in order to achieve satisfaction, productivity and economic goals.
CO-OP Financial Services is the technology engine that provides access and convenience for credit unions. With over 35 years of credit union service, CO-OP connects credit union members to their accounts through Debit, Credit, ATM, Shared Branching, Member Interaction Services, Mobile, Virtual, and Bill Pay services. CO-OP serves a total of 3,500 member credit unions, 50 million cardholders, 30,000 surcharge-free ATMs, and more than 5,500 shared branches. Handling three billion-plus annual transactions, CO-OP is the nation’s largest credit union service organization—offering resources that enable deeper member engagement to help credit unions prosper.