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Workforce Analyst

Remote:

Full Remote

Experience:

Mid-level (2-5 years)

Work from:

United States

Offer summary

Qualifications:

Minimum 2+ years experience in similar role, Experience with CalabrioOne WFO Platform.

Key responsabilities:

Analyze, document and optimize WFM sales processes
Generate insightful data reports for strategic decision-making
Communicate effectively with team members
Develop schedules that align with business needs

Beyond Finance Fintech: Finance + Technology Scaleup https://www.beyondfinance.com/

1001 - 5000 Employees

HQ: Houston

See more Beyond Finance offers

Job description

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.

About The Role

We are seeking a highly motivated Workforce Management (WFM) Analyst to join our team and play a key role in driving successful implementation and adoption of the CalabrioOne WFO Platform to meet the specific needs of our Sales function. You will play a pivotal role in transforming our WFM Sales operations through the strategic implementation of CalabrioOne. If you are a data-driven problem solver with a passion for process optimization and a deep understanding of CalabrioOne, we encourage you to apply!

What You’ll Do:

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.

Job Requirements and Qualifications:

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

Why Join Us?

While you make a difference for others, we’ll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us. For eligible full-time employees, we offer:

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

And finally, our team spirit and culture! We cultivate an environment of community, connection, and belonging across our entire organization.

Beyond Finance does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions. No fee will be paid to their parties who submit unsolicited candidates directly to Beyond Finance employees or the Beyond Finance HR team. No placement fee will be paid to any third party unless such a request has been made by the Beyond HR team.