Becu
Workforce Analyst
Remote, WA
Sponsorship not specified$32k-$39kDetected 27 days ago
PythonSQLData AnalysisData VisualizationForecastingExcelLeadership
About the role
- Is it surprising to hear that a financial institution of 1.5 million members and over $30 billion in managed assets say that success comes from focusing on people, not profits?
- Our "people helping people" philosophy has guided us since 1935, driving our deep commitment to serving our members, communities, and each other.
- While we're proud of our history, we're even more excited about our future.
Responsibilities
- Forecast Workforce Needs: 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.
- Build Strategic Schedules: Create and manage schedules that balance service levels, employee experience, productivity, and business priorities.
- Optimize Real-Time Operations: Monitor intraday performance and make real-time adjustments, including skilling changes, queue prioritization, and staffing modifications to maintain service objectives.
- Manage Time-Off Planning: Review and coordinate time-away requests while balancing employee needs with staffing requirements and service commitments.
- Administer Workforce Platforms: Support and optimize workforce management technologies, including NICE CXone and other CCaaS and scheduling platforms, to ensure operational effectiveness.
- Maintain Workforce Data Integrity: Manage agent profiles, scheduling configurations, and workforce system data to support accurate forecasting, reporting, and workforce planning.
- Support Technology Enhancements: Partner with cross-functional teams to implement system improvements, integrations, and new capabilities that strengthen workforce management processes.
- Create Meaningful Reporting: Build and maintain dashboards, scorecards, and reports using business intelligence tools such as Tableau, Power BI, Excel, and similar platforms.
- Support Strategic Reporting Needs: Deliver recurring and ad hoc reporting to business partners and leadership teams that supports workforce planning and operational success.
- Collaborate Across Teams: Partner with Contact Center and business leaders to align staffing plans with changing operational and strategic priorities.
Requirements
- 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
- Experience with business intelligence tools (e.g., Tableau, Power BI)
- Experience with data visualization and data storytelling techniques
- Familiarity with AI tools or willingness to learn and apply AI in workforce optimization
- Experience in financial services or a contact center environment
- High School diploma or equivalent experience
- Exposure to SQL, Python, or other data/querying languages
Skills
- Evaluate and leverage innovative tools, including AI-driven solutions, to enhance workforce management capabilities.
- Compliance & Governance
- This isn't just about ticking off tasks on a list.
- Opportunity to become a trusted advisor to leadership through workforce analytics and strategic insights
- Exposure to advanced workforce management technologies, including NICE CXone and CCaaS platforms
- Experience leveraging business intelligence tools, analytics, and data storytelling to influence business decisions
- Opportunity to explore and apply emerging technologies, including AI-driven workforce solutions
- Exposure to enterprise-wide initiatives and cross-functional partnerships
Compensation
- The Target Pay Range for this position is $31.92-$38.85 hourly.
- The full Pay Range is $24.76-$46.06 hourly.
- At BECU, compensation decisions are determined using factors such as relevant job-related skills, experience, and education or training.
- In addition to your salary, compensation incentives are available for the hired applicant.
- Incentives are performance based and targets vary by role. hourly.
- 4% annual contribution to your 401(k) by BECU
Benefits
- Medical, Dental and Vision (family contributions as well)
- PTO Program + Exchange Program
- Tuition Reimbursement Program
- BECU Cares volunteer time off + donation match
- BENEFITS - because people helping people starts with supporting you
Equal opportunity
- BECU is an equal opportunity employer.
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.
This listing is sourced directly from Becu's careers page and normalized into a canonical job model.