Workforce Scheduling Analyst - Sales

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.
What You’ll Do

• Must be able to work independently with minimal supervision.
• Create, prepare reports that display staffing and scheduling views to Operation leadership.
• Analyzes and collects historical trend data to determine future performance for various forecasting assumptions (lead volume, AHT, shrinkage, occupancy, etc.)
• Reviews and approves time off requests.
• Loads and updates monthly/weekly/daily/interval-level forecasts into WFM system.
• Generates staffing requirements based on forecast projections.
• Updates agent and supervisor profiles
• Coordinates with business to discuss ways to ensure best-fit staffing on a long-term and short-term basis.
• Monitor skill Auditing.
• Must demonstrate the ability to manage multiple service requests with strict time limits on an ongoing basis.
• Ability to work well in a team environment.
• Documents standard workflows and best practices
• Builds schedules (new hire and shift bid) that align with business needs, analyze existing schedules to determine opportunities for adjustments.

Job Requirements And Qualifications

• Proficiency with Microsoft Excel to include create charts, data manipulation, pivot tables
• Proven effectiveness in decision-making and consultative analysis
• Communicates effectively and confidently, offering clear and concise explanations to business partners.
• 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, Genesys, Calabrio)
• Responsible for running attendance reports, prior and same day.
• Provide leadership support in miscellaneous/adhoc requests.
• Proactive in investigating and problem-solving, with equal focus on current concerns as well as foresight into future issues that may arise.

Why Join Us?
For Eligible Full-time Employees, We Offer
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.

• Generous PTO, paid holidays, and paid parental leave
• Career development & training
• 401(k) matching program
• Considerable employer contributions for health, dental, and vision programs
• Merit advancement opportunities

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.