Workforce Analyst

🔥 1 minute ago

☕ Washington – Remote

☕ Washington – Remote

💵 $31 - $38 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

🧐 Analyst

🚫👨‍🎓 No degree required

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BECU

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1935

🏦 Banking

💸 Finance

🤝 Non-profit

Banking • Finance • Non-profit

BECU is a member-owned, not-for-profit credit union committed to serving the financial needs of its members. As a credit union, BECU offers a range of financial services including everyday banking, loans and mortgages, financial planning, and business banking. Members benefit from competitive rates, low fees, and a focus on financial health and well-being. BECU also provides financial health programs and exclusive member discounts. Originally established as Boeing Employees' Credit Union, BECU is federally insured by the NCUA and promotes an equal housing opportunity.

📋 Description

• The Workforce Analyst plays a critical role in optimizing workforce performance across the Contact Center by leveraging workforce management systems, data analytics, and emerging technologies. • Responsible for forecasting, scheduling, and real-time workforce optimization, while contributing to data-driven decision making through business intelligence and storytelling. • Leverage workforce management systems, business intelligence tools, and emerging technologies, including AI-driven solutions—to identify opportunities, solve complex challenges, and drive continuous improvement. • Develop and maintain short- and long-term forecasts that help ensure appropriate staffing levels across multiple lines of business while supporting service, operational, and member experience goals. • Create and manage schedules that balance service levels, employee experience, productivity, and business priorities. • Monitor intraday performance and make real-time adjustments. • Review and coordinate time-away requests while balancing employee needs with staffing requirements and service commitments. • Support and optimize workforce management technologies, including NICE CXone and other CCaaS and scheduling platforms. • Manage agent profiles, scheduling configurations, and workforce system data to support accurate forecasting, reporting, and workforce planning. • Analyze workforce and operational performance trends to uncover opportunities, identify challenges, and provide actionable recommendations. • Build and maintain dashboards, scorecards, and reports using business intelligence tools such as Tableau, Power BI, Excel, and similar platforms. • Partner with Contact Center and business leaders to align staffing plans with changing operational and strategic priorities.

🎯 Requirements

• High School diploma or equivalent experience • 2+ years of experience in workforce management, contact center operations, or related analytical role • Experience with forecasting, scheduling, and real-time workforce management • Advanced proficiency in Excel (or similar tools) for data analysis and reporting • Experience with NICE CXone or similar CCaaS/WFM platforms (desired) • Experience with business intelligence tools (e.g., Tableau, Power BI) (desired) • Exposure to SQL, Python, or other data/querying languages (desired) • Experience with data visualization and data storytelling techniques (desired) • Familiarity with AI tools or willingness to learn and apply AI in workforce optimization (desired) • Experience in financial services or a contact center environment (desired)

🏖️ Benefits

• 401(k) Company Match (up to 3%) • 4% annual contribution to your 401(k) by BECU • Medical, Dental and Vision (family contributions as well) • PTO Program + Exchange Program • Tuition Reimbursement Program • BECU Cares volunteer time off + donation match