Job Description

Nature & Scope:

Positional Overview

Are you a strategic thinker with a passion for people, data, and operational excellence? We're looking for a dynamic Manager of Workforce Optimization to lead staffing strategy across our retail branch network and Member Service Center throughout Western New York. In this highly visible role, you'll be the crucial bridge between Operations, Finance, and Employee Experience—ensuring that workforce planning, capacity models, and labor investments are perfectly aligned with business goals and member expectations. Leading a team of talented Workforce Analysts, you'll own everything from forecasting and real-time execution to scenario planning and workforce management (WFM) technology—driving efficiency, optimizing systems, and enhancing both member satisfaction and employee engagement. Join us in shaping the future of service delivery at one of Western New York’s leading credit unions.

Role & Responsibility:

Tasks That Will Lead To Your Success

• Design and own the enterprise workforce strategy, ensuring workforce plans align with strategic objectives, service level goals, and financial targets.
• Lead long-range capacity planning and advanced forecasting models for all service channels, incorporating business trends, member behaviors, and organizational initiatives.
• Serve as the cross-functional workforce planning lead, partnering with leaders in Finance, Employee Experience, and Member Experience to inform headcount strategy, hiring plans, and workforce policies.
• Oversee sophisticated scenario modeling and ad hoc analysis to evaluate the impact of staffing decisions, operational changes, and external variables on workforce performance and budget.
• Drive optimization and governance of workforce management tools (e.g., Calabrio, Workday), ensuring data integrity, reporting accuracy, and strategic system utilization.
• Lead and implement workforce transformation initiatives, including process redesign, automation, and change management strategies that increase agility and reduce costs.
• Coach and develop a high-performing team of Workforce Analysts, fostering a culture of continuous improvement, collaboration, and operational excellence.
• Perform other duties as assigned in support of workforce optimization and enterprise initiatives.

Skills & Experience

Qualifications That Will Help You Thrive

• 5+ years of progressive experience in workforce planning, operations strategy, or business analytics in a multi-site, multi-channel environment.
• 3+ years of direct leadership experience, with a demonstrated ability to develop high-performing teams and lead through change.
• Call center background required
• Proven ability to lead workforce planning and forecasting initiatives that support both service and financial goals.
• Advanced proficiency in forecasting and workforce analytics tools (e.g., Calabrio, Workday, Excel modeling, Power BI).
• Strong analytical and strategic thinking skills, with a focus on data-informed decision-making and cross-functional collaboration.
• Excellent communication and executive presence, with the ability to influence and present to senior leadership.
• Bachelor’s degree in Business, Operations, Analytics, or related field required.

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