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 seeking a highly motivated Workforce Management (WFM) Analyst- CalabrioOne to join our team and play a key role in driving the 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!
What You’ll Do:
- Possess in-depth knowledge of CalabrioOne WFO functionalities, including forecasting, scheduling, adherence, reporting, and analytics.
- Analyze and document existing WFM sales processes, identifying limitations and inefficiencies. Leverage CalabrioOne's capabilities to re-engineer workflows and drive significant improvements.
- Utilize CalabrioOne's reporting tools to generate insightful reports that track key metrics and identify opportunities for further optimization.
- Be a passionate advocate for change, effectively communicating the benefits of CalabrioOne to WFM Sales personnel and fostering user adoption.
- 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
Job Requirements and Qualifications
- Minimum 2+ years of experience as a Workforce Management Analyst or similar role.
- Proven experience with CalabrioOne WFO Platform, including configuration, customization and reporting required.
- Strong analytical and problem-solving skills with the ability to identify and implement process improvements.
- Strong understanding of contact center operations, forecasting, scheduling, and adherence concepts.
- Excellent communication and interpersonal skills, with the ability to influence and motivate others.
- Experience developing and delivering training materials.
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.