Beyond Finance is hiring a
Workforce Analyst

Summary

Join our rapidly growing organization and help us drive successful implementation and adoption of the CalabrioOne WFO Platform to meet the specific needs of our Sales function. As a Workforce Management (WFM) Analyst, you will play a pivotal role in transforming our WFM Sales operations through the strategic implementation of CalabrioOne.

Requirements

• Minimum 2+ years of experience as a Workforce Management Analyst or similar role
• Proven experience with CalabrioOne WFO Platform, including configuration, customization and reporting required
• Strong analytical and problem-solving skills with the ability to identify and implement process improvements
• Strong understanding of contact center operations, forecasting, scheduling, and adherence concepts
• Excellent communication and interpersonal skills, with the ability to influence and motivate others
• Experience developing and delivering training materials
• 3+ years in a contact center environment (required)
• 2+ years in a Workforce Management (WFM) specialty role and hands-on experience with Calabrio is required Community WFM and WFO systems (preferred) or alternatives (Aspect eWFM, NICE IEX, impact360)
• Proficiency with Microsoft Excel to include making charts, data manipulation, and pivot tables
• Organizes workday proactively with little oversight
• Communicates effectively and confidently, offering clear and concise explanations to business partners
• Investigates and problem-solves in advance, with equal focus on current concerns as well as foresight into future issues that may arise
• Proven effectiveness in decision-making and consultative analysis

Responsibilities

• Possess in-depth knowledge of CalabrioOne WFO functionalities, including forecasting, scheduling, adherence, reporting, and analytics
• Analyze and document existing WFM sales processes, identifying limitations and inefficiencies. Leverage CalabrioOne's capabilities to re-engineer workflows and drive significant improvements
• Utilize CalabrioOne's reporting tools to generate insightful reports that track key metrics and identify opportunities for further optimization
• Be a passionate advocate for change, effectively communicating the benefits of CalabrioOne to WFM Sales personnel and fostering user adoption
• Prepares, updates, and builds reports to present staffing and scheduling views to the Operations team and business leaders
• Assists partners by providing value-added agent performance detail, such as AHT, shrinkage, and adherence trends
• Meets with business to discuss ways to ensure best-fit staffing on a long-term and short-term basis
• Analyzes and collects historical trend data to determine future performance for various forecasting assumptions (volume, AHT, shrinkage, occupancy, etc.)
• Loads and updates monthly/weekly/daily/interval-level forecasts into WFM system
• Generates staffing requirements based on forecast projections
• Reviews and approves time off requests
• Builds schedules (new hire and shift bid) that align with business needs, and analyzes existing schedules to determine opportunities for adjustments
• Programs schedule activities in WFM/WFO system, and adjusts schedules ad-hoc based on expected over/under-staffing and real-time events; makes recommendations and partners with operations on opportune times to schedule agent and contact center event

Benefits

• Considerable employer contributions for health, dental, and vision programs
• Generous PTO, paid holidays, and paid parental leave
• 401(k) matching program
• Merit advancement opportunities
• Career development & training