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, 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 manage calls across a network of contact centers. The ideal candidate will possess experience in typical workforce management disciplines: scheduling, RTA, intermediate level reporting skills, and experience optimizing a workforce in contact center environments.
What You’ll Do:
- 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
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 (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.
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Date Posted
12/22/2023
Views
6
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