About the Role

Kitsap Credit Union is searching for a Workforce Planning Supervisor. The Workforce Planning Supervisor is responsible for the overall strategy and execution of the Contact Center staffing plan, call volume forecasting, and call routing. This role partners with business stakeholders to optimize contact center self-service and call delivery so Member calls are routed to the best available queue based on account attributes and caller needs. The Workforce Planning Supervisor owns the call delivery strategy for our after-hours service partner, manages the Contact Center quality assurance (QA) process and provides day-to-day direction for the Workforce Planning Coordinator.

Quick Facts

Reports to: Contact Center Manager

Employment Type: Full-time, hourly, non-exempt

Salary Range: $38.41 - $46.28/hour depending on experience

Bonus Target: 7%

Working Hours: Monday - Friday 8:00 AM - 5:00 PM

Grade: 10BC

Industry: Banking

Principal Accountabilities

• Monitors call volumes by skill and partners with leaders to ensure skills are properly staffed (forecast-to-staff) and adjusted as needed through intraday management.
• Implements and maintains call skills (queues) in NICE, and coordinates with Contact Center leaders to confirm associates are trained and ready to handle routed call types.
• Monitors call transfer volumes (skill to skill) and identifies opportunities to reduce transfers by improving routing strategies and Voice AI/IVR handoffs.
• Supports growth by developing routing strategies that deliver targeted callers to Sales skills and specialist queues.
• Monitors Voice AI/IVR self-service (containment) rates and identifies new call types (candidates) for automation and deflection.
• Partners with IT to define and maintain Symitar warning code criteria used for call routing, prioritization, and self-service eligibility.
• Monitors Symitar warning codes to ensure they trigger and expire per design and support accurate routing outcomes.
• Creates and maintains knowledge documents used by Voice AI/IVR to ensure accuracy, consistency, and timely updates.
• Determines which call types should be delivered to the after-hours Service Partner and coordinates routing configuration to execute the strategy.
• Supports contact center technology changes by participating in call flow/routing testing, validating end-to-end call delivery, and recommending configuration changes based on results.
• Works with internal business partners to execute a continuous improvement strategy-analyzing call drivers and Voice AI/IVR performance to improve containment, routing accuracy, and Member experience.
• Manages the Contact Center quality assurance (QA) program, including call evaluations, scoring rules, and calibration to ensure consistent scoring and actionable coaching insights.

Required Skills and Abilities

• Excellent organizational skills and attention to detail.
• Strong supervisory and leadership skills.
• Ability to handle heavy workload with time constraints and deadlines.
• Strong business acumen and leadership presence.
• Proficient with Microsoft Office Suite software.
• Understand, model, and represent KCU's core values.
• Experience running a contact center QA program.
• Proficient in Tableau.

Qualifications and Education Requirements

• HS Diploma or GED.
• Two (2) plus years of Contact Center experience.
• Ability to work flexible schedule to support Contact Center during Hours of Operation.
• One (1) plus years of supervisory experience.

Preferred Qualifications and Education

• One (1) plus years of leadership experience.
• Two (2) plus years financial industry experience preferred.
• Knowledge of Customer Relationship Management (CRM) and Call Management Software such as the NiceInContact CXOne Platform and Salesforce, with experience monitoring dashboards to make real time adjustments to meet business needs.
• Ability to learn and maintain strong level of expertise with Kitsap Credit Union's core operating systems and self-service technology (iPhones, Androids, etc.).
• Advanced knowledge of KCU policies, practices, procedures, and how to utilize resources to resolve member inquires and give remarkable member experiences strongly preferred.
• Call center support experience a plus: documenting business processes, defining business requirements, developing resource planning models.

Supervisory Status

This position supervises others and is responsible for being results oriented, collaborative, delegate effectively, and embrace the organization's core values, ensuring team effectiveness.

Working Conditions

This position will be required to work in an office environment with moderate noise levels, and, with or without reasonable accommodation is required:

• Must be able to remain in a stationary position for a minimum of 75% of the time.
• Constantly operates a computer and other office productivity machines.
• Occasionally ascends/descends stairs.
• Constantly positions self in work environment.
• The person in this position frequently communicates with peers, supervisors, vendors, and employees to exchange accurate information and answer questions.
• Must be able to detect objects at a distance.
• On occasion will move up to 20 pounds of office objects.
• Works in an indoor office environment but expected to attend meetings in buildings that require travel in outdoor weather conditions.

Please note: Kitsap Credit Union does not offer visa sponsorship for this position. Candidates must be legally authorized to work in the United States without current or future sponsorship.

What We Offer

Not only are we one of the largest credit unions in Washington State, and growing, but we are also a company that cares about its employees. We back that up for our employees by offering competitive pay and a benefits package that helps support you and your family's lifestyle. We value our employees, and we strive to keep our benefits comprehensive and affordable. Some of our benefits include:

Careers | Kitsap Credit Union (kitsapcu.org)

• Free onsite parking
• Annual time off and sick time accrued
• 11 paid holidays
• 1 Personal Floating Day
• Medical, Dental, Vision, Short- and Long-term Disability, Life and AD&D Insurance
• Employee Assistance Program
• Choose from a PPO medical plan or a High Deductible with a Health Savings Account
• 3% KCU funded Safe Harbor Contribution to your 401K
• KCU will match up to 2% of your 401K contributions
• All 401K contributions are 100% vested
• Potential annual incentive in all roles within Kitsap Credit Union
• Tuition reimbursement
• 8 hours of paid volunteer time off
• Discounts on KCU's products and services
• Enjoy unlimited ORCA transit access through KCU for less than $45 a year-your cost as an employee