SAN DIEGO - Credit unions may think they know what they’re doing when they create employee schedules, but a workforce optimization (WFO) vendor told Mission FCU otherwise.
In fact, Verint Click2Staff told Mission to bump up its ratio of part-time teller and desk employees by nearly 30%. “We have seen a tremendous shift in our full-time to part-time resource ratio,” explained Mique Kee, VP-branch support at the $1.8-billion CU. Before Mission started to use Verint, about 15% of those employees were assigned part-time status under a manual scheduling process.
The automated scheduler keeps that ratio at 42% part-time, Kee said. “With Verint, managers were able to really see when member traffic was heavy and where the lulls in the day were.”
This clearly identified a need to increase the number of part-time employees on staff. Additionally, this migration was supported and encouraged from the credit union’s leadership.”
Verint also revealed that Saturdays are becoming one of the busiest days of the week in transaction activity and through new account and loan production.”
More CUs should use an easy-to-use automated WFO tool, said Kee. “But scheduling is viewed as an intuitive activity. People think ‘I know when I need staff’ and schedule accordingly.”(c) 2008 The Credit Union Journal and SourceMedia, Inc. All Rights Reserved.http://www.cujournal.com http://www.sourcemedia.com
