Workforce Real Time Analyst

Summary

Join Beyond Finance as a Workforce Real Time Analyst and contribute to our mission of helping Americans escape crippling debt. You will manage calls across a network of contact centers, leveraging your expertise in workforce management. This role involves scheduling, real-time adjustments, reporting, and forecasting to optimize staffing. You will collaborate with operations teams and business leaders to ensure efficient staffing and analyze performance data. Beyond Finance offers a supportive 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
• 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

Preferred Qualifications

2+ years in a Workforce Management (WFM) specialty role and hands-on experience with Community WFM and WFO systems or alternatives (Aspect eWFM, NICE IEX, Verint, Calabrio)

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