Workforce Management Analyst | Beyond Finance | Remote (United States)

<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">At Beyond Finance, we&#8217;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&#8217;ve helped over 300,000 clients on their path to a brighter future.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">While we&#8217;re proud of what we&#8217;ve already accomplished, we&#8217;re searching for new collaborators to help us get to the next level! If you&#8217;re looking to join a forward-thinking, rapidly growing organization with helping people as its number one goal, we want to hear from you.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">&nbsp;<strong class=" font-semibold">About The Role</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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!</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">What You’ll Do:</strong></p>
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<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Possess in-depth knowledge of CalabrioOne WFO functionalities, including forecasting, scheduling, adherence, reporting, and analytics.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Analyze and document existing WFM sales processes, identifying limitations and inefficiencies. Leverage CalabrioOne&#8217;s capabilities to re-engineer workflows and drive significant improvements.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Utilize CalabrioOne&#8217;s reporting tools to generate insightful reports that track key metrics and identify opportunities for further optimization.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Be a passionate advocate for change, effectively communicating the benefits of CalabrioOne to WFM Sales personnel and fostering user adoption.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Prepares, updates, and builds reports to present staffing and scheduling views to the Operations team and business leaders</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Assists partners by providing value-added agent performance detail, such as AHT, shrinkage, and adherence trends</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Meets with business to discuss ways to ensure best-fit staffing on a long-term and short-term basis</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Analyzes and collects historical trend data to determine future performance for various forecasting assumptions (volume, AHT, shrinkage, occupancy, etc.)</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Loads and updates monthly/weekly/daily/interval-level forecasts into WFM system</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Generates staffing requirements based on forecast projections</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Reviews and approves time off requests</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Builds schedules (new hire and shift bid) that align with business needs, and analyzes existing schedules to determine opportunities for adjustments</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">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.</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Job Requirements and Qualifications:</strong></p>
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<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Minimum 2+ years of experience as a Workforce Management Analyst or similar role.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Proven experience with CalabrioOne WFO Platform, including configuration, customization and reporting required.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Strong analytical and problem-solving skills with the ability to identify and implement process improvements.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Strong understanding of contact center operations, forecasting, scheduling, and adherence concepts.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Excellent communication and interpersonal skills, with the ability to influence and motivate others.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Experience developing and delivering training materials.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">3+ years in a contact center environment (required)</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">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)</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Proficiency with Microsoft Excel to include making charts, data manipulation, and pivot tables</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Organizes workday proactively with little oversight</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Communicates effectively and confidently, offering clear and concise explanations to business partners</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Investigates and problem-solves in advance, with equal focus on current concerns as well as foresight into future issues that may arise</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Proven effectiveness in decision-making and consultative analysis</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Why Join Us?</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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:</p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Considerable employer contributions for health, dental, and vision programs</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Generous PTO, paid holidays, and paid parental leave</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">401(k) matching program</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Merit advancement opportunities</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Career development &amp; training</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">And finally, our team spirit and culture! We cultivate an environment of community, connection, and belonging across our entire organization.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em>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.</em></p>