Workforce Scheduling 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, supportive user-centric technology, and customized financial solutions, we’ve helped over 300,000 clients on their path to a debt-free life.
While we’re proud of what we’ve already accomplished (over $2 billion in resolved debt), 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.
Administration
- Updates agent and supervisor profiles within the WFM system (Community WFM)
- Documents standard workflows and best practices
Reporting and Communication
- 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 best-fit staffing recommendations
Scheduling
- Creates schedule templates within the WFM system
- Builds schedules (new hire and shift bid) that align with business needs
- Analyzes existing schedules to determine opportunities for long-term and short-term adjustments
Other
- Maintains agent rosters
- Backs up Workforce Real-Time Analyst role, as needed
Job Requirements and Qualifications
- High School diploma or equivalent (required)
- 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)
- Proficient in Microsoft Office, with particular focus on Excel
- 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
12/06/2023
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3
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