Lead Workforce Operations Analyst

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 to grow our Workforce Management team. This position will help drive operational excellence, growth and scalability within the WFM organization.

They will provide analytical support for key decision-makers in setting departmental goals, objectives, strategies, and action plans, define problems and identify opportunities to enhance operational effectiveness as it relates to workforce planning.

The ideal candidate will be obsessed with utilization, efficiency and foster a data-driven culture with their passion for telling stories with data. They will design business processes and documentation, as well as create governance, guidance, reporting, and controls so that we maintain consistency, quality, and business focus as we scale.  

 What You'll Do

• Utilize advanced workforce planning knowledge to continuously review current procedures, providing recommendations to improve and leading optimizing process execution.
• Assess and leverage workforce technology platforms for facilitation of the workforce planning process, and provide technology recommendations for functionality gaps that will increase overall efficiency and accuracy.
• Lead roadmap of enhancements to drive continuity, reduce risk, and enable new capabilities
• Ensures risks and impacts associated with business activities are effectively identified, measured, monitored, and controlled
• Assist in the development or training of the team regarding new processes or analysis based upskilling.
• Provides advanced-level ad hoc and reporting to meet complex business requirements with little, to no guidance
• Performs advanced analysis of relevant workforce metrics and develop reports that communicate operational opportunities and risks to performance
• Build and/or maintain reporting and tools as needed to enhance team productivity. Work with interdepartmental contacts to communicate long term adjustments needed. 

Qualifications

• Bachelor's degree from an accredited college or university.
• 3+ years experience in contact center / customer service environment
• 7+ years experience in workforce planning/analytics, business consulting, project management, audit, and/or operational analysis.
• Advanced Microsoft Excel/Google Sheets skills to include pivot tables, formula usage, etc
• 3+ years experience creating advanced Dashboards and reports in Looker
• Experience manually building processes and automation
• Experience creating guides, reviews, governance of processes or other business documentation.
• Ability to drive process improvements, backed by data insights
• Experience up-skilling organizations
• Excellent communication and interpersonal skills (both verbal and presentational) in order to influence workforce strategy and obtain accurate workforce inputs
• Extensive experience working with multiple data sources- validating, gathering, analyzing, and researching data to provide actionable insights.
• Demonstrated ability to deliver results in a fast-paced environment
• Quick learner; willing to dive in and get her/his hands dirty
• Exceptional problem-solving skills, with the ability to conduct analysis and make strategic recommendations

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.