Beyond Finance

Workforce Management Analyst

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 looking for a Workforce Management Analyst, who understands how to create a short-term staffing demand forecast across multiple workstreams of a contact center. The ideal candidate will possess experience in typical workforce management disciplines: forecasting, staff planning, intermediate level reporting skills, and experience optimizing a workforce in contact center environments.

What You’ll Do:

Generate rolling two-week short-term demand forecast (Volume & AHT) for multiple workstreams (Phone)
Loads and updates monthly/weekly/daily/interval-level forecasts into WFM system
Generates staffing requirements based on forecast projections
Analyzes and collects historical trend data to determine future performance for various forecasting assumptions (volume, AHT, shrinkage, occupancy, etc.)
Assists Long Term forecasting with the maintenance of historical arrival data patterns within WFM software
Prepares, updates, and builds reports to present staffing demand and forecast accuracy measures
Engage Scheduling and Real Time management teams providing visibility into upcoming staffing demands
Documents Standard workflows and best practices
Building, maintaining, and automating reporting for executive and front-line leadership

Job Requirements and Qualifications

3+ years in a contact center environment (required)
2+ years in a Workforce Management (WFM) specialty role and hands-on experience with Community WFM and WFO systems (preferred) or alternatives (Calabrio, 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.