Workforce Management Analyst

Summary

Join Beyond Finance, a rapidly growing organization dedicated to helping Americans escape crippling debt, as a Workforce Management Analyst. You will manage calls across a network of contact centers, utilizing your expertise in scheduling, RTA, reporting, and workforce optimization. This role involves updating agent profiles, documenting workflows, preparing reports, analyzing data, forecasting staffing needs, and building schedules. You will collaborate with business partners to ensure optimal staffing and proactively identify and solve potential issues. Beyond Finance offers a collaborative work environment and competitive benefits, including health insurance, generous PTO, 401(k) matching, and career development opportunities.

Requirements

• 3+ years in a contact center environment
• 2+ years in a Workforce Management (WFM) specialty role and hands-on experience with Calabrio, Aspect eWFM, NICE IEX, Verint
• 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

• Updates agent and supervisor profiles
• Documents standard workflows and best practices
• 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 events
• Building, maintaining, and automating reporting for executive and front line leadership as well as agent visibility

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