Title: Workforce Real Time Analyst
Location: Remote
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 Real Time 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, Verint, Calabrio)
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
LI-AW1
