Workforce Management Analyst - Remote

Overview

At Beyond Finance, we've made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care, a culture focused on compliance and ethics, supportive user-centric technology, and customized financial solutions, we've helped over 300,000 clients on their path to a brighter future.

While we're proud of what we've already accomplished, we're searching for new collaborators to help us get to the next level! If you're looking to join a forward-thinking, rapidly growing organization with helping people as its number one goal, we want to hear from you.

In Short

• 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
• 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 that align with business needs and analyzes existing schedules for adjustments

Requirements

• 3+ years in a contact center environment (required)
• 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

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