Disputes Workforce Generalist II

📋 Description

• • The Disputes Workforce Generalist II will be part of a team that owns business planning, including staffing requirements and metrics performance, as well as the many different types of analysis needed on an ad-hoc and recurring basis. This role is responsible for forecasting, modeling, performance projections, and analysis that will assist in developing and implementing plans to ensure the company has the right people in the right roles at the right time – both now and in the future – by working closely with business leaders across the company to understand talent needs to meet business growth goals, identifying gaps in the workforce, and implementing solutions to address those gaps.
• • Day to day, the person will identify areas of opportunity and implement innovative scheduling solutions to improve efficiency; develop contact forecasting and staffing requirements for long-, mid-, and short-term as well as 'what if' scenarios accounting for changes in time off, meetings, special events, training, and holidays for multiple products and skills; continually improve forecasting accuracy across all contact channels including reporting on results and actions taken to update forecasts; collaborate with Business Unit leadership to incorporate their feedback, including expected changes in the business into forecasting methodology; review new business opportunities/changes to the business and how they relate to current agent processes/work list routing, staffing needs, and training plans to schedule special events, training, and meetings; maintain historical contact data and ensure data integrity within WFM system; lead execution of Workforce essential projects including forecasts, shift bids, annual PTO bids, and time off reconciliation; identify and implement process and procedure improvements to ensure efficient and effective workflow within the WF team; analyze, recommend, and communicate OT (Overtime) and ROT (Required Overtime) needs and set them up in WFM system; report and review staffing levels for analysts within Disputes Operations; and perform other duties as assigned.
• • 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 clients keep pace with the rapid momentum of change and fuel growth in the new era of financial services. Velera’s purpose is to accelerate partners’ success through innovative financial technology solutions and inspired service. The company is committed to fostering a workplace where every employee feels valued, respected, and connected, and strives to foster a safe and inclusive work environment for people to bring their authentic selves in order to build a better community within the company and with partners.
• • In this role, the person can learn and achieve deep expertise in workforce management within a disputes environment, gain advanced experience with WFM forecasting and scheduling software (including NICE WFM preferred), develop strong analytical and forecasting capabilities across multiple contact channels, enhance skills in process improvement and operational efficiency, build cross-functional collaboration with business unit leaders, and contribute directly to strategic workforce planning that supports business growth goals. The role offers opportunity to master data integrity practices, lead essential workforce projects, and develop leadership in forecasting accuracy and staffing optimization within a mission-driven fintech organization.