Workforce Analyst

This is a fully remote position, open to applicants in Washington.

📋 Description

• The Workforce Analyst is essential in enhancing workforce performance throughout the Contact Center by utilizing workforce management systems, data analytics, and innovative technologies.

• This role involves forecasting, scheduling, and real-time workforce optimization, while also facilitating data-driven decision-making through business intelligence and effective storytelling.

• Utilize workforce management systems, business intelligence tools, and cutting-edge technologies, including AI-driven solutions, to pinpoint opportunities, address complex challenges, and promote continuous improvement.

• Create and uphold both short-term and long-term forecasts that ensure adequate staffing levels across various lines of business, while supporting service, operational, and member experience objectives.

• Develop and oversee schedules that effectively balance service levels, employee experience, productivity, and business priorities.

• Monitor intraday performance and implement real-time adjustments as necessary.

• Evaluate and coordinate time-off requests while balancing employee needs with staffing demands and service commitments.

• Enhance and support workforce management technologies, including NICE CXone and other CCaaS and scheduling platforms.

• Manage agent profiles, scheduling configurations, and workforce system data to ensure precise forecasting, reporting, and workforce planning.

• Assess workforce and operational performance trends to discover opportunities, identify challenges, and provide actionable insights.

• Create and maintain dashboards, scorecards, and reports using business intelligence tools such as Tableau, Power BI, Excel, and similar platforms.

• Collaborate with Contact Center and business leaders to synchronize staffing plans with evolving operational and strategic priorities.

⛳️ Requirements

• High School diploma or equivalent experience

• A minimum of 2 years of experience in workforce management, contact center operations, or a related analytical role

• Proficiency in forecasting, scheduling, and real-time workforce management

• Advanced skills in Excel (or similar tools) for data analysis and reporting

• Experience with NICE CXone or comparable CCaaS/WFM platforms (preferred)

• Familiarity with business intelligence tools (e.g., Tableau, Power BI) (preferred)

• Exposure to SQL, Python, or other data/querying languages (preferred)

• Knowledge of data visualization and data storytelling techniques (preferred)

• Familiarity with AI tools or a willingness to learn and implement AI in workforce optimization (preferred)

• Background in financial services or a contact center environment (preferred)

🏝️ Benefits

• 401(k) Company Match (up to 3%)

• 4% annual contribution to your 401(k) by BECU

• Medical, Dental, and Vision coverage (including family contributions)

• PTO Program + Exchange Program

• Tuition Reimbursement Program

• BECU Cares volunteer time off + donation match