Workforce Analyst

BECU•Remote, WA, WA

2d•$25 - $46

About The Position

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. This role is responsible for forecasting, scheduling, and real-time workforce optimization, while contributing to data-driven decision making through business intelligence and storytelling. In this role, you’ll leverage workforce management systems, business intelligence tools, and emerging technologies, including AI-driven solutions—to identify opportunities, solve complex challenges, and drive continuous improvement. Your curiosity, analytical mindset, and passion for innovation will help modernize workforce strategies and contribute to the success of BECU’s Contact Center operations. This role is ideal for someone who enjoys experimenting with new approaches, challenging the status quo, and helping shape the future of workforce management.

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

Nice To Haves

Experience with NICE CXone or similar CCaaS/WFM platforms
Experience with business intelligence tools (e.g., Tableau, Power BI)
Exposure to SQL, Python, or other data/querying languages
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

Responsibilities

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, including skilling changes, queue prioritization, and staffing modifications to maintain service objectives.
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, to ensure operational effectiveness.
Manage agent profiles, scheduling configurations, and workforce system data to support accurate forecasting, reporting, and workforce planning.
Partner with cross-functional teams to implement system improvements, integrations, and new capabilities that strengthen workforce management processes.
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.
Translate complex information into clear, compelling insights that help leaders make informed business decisions.
Deliver recurring and ad hoc reporting to business partners and leadership teams that supports workforce planning and operational success.
Partner with Contact Center and business leaders to align staffing plans with changing operational and strategic priorities.
Schedule training sessions, meetings, projects, and special events while minimizing operational disruption.
Provide recommendations that improve efficiency, workforce utilization, service delivery, and overall operational performance.
Identify opportunities to improve forecasting accuracy, scheduling effectiveness, and workforce planning processes.
Evaluate and leverage innovative tools, including AI-driven solutions, to enhance workforce management capabilities.
Participate in pilots, projects, and transformation efforts that advance workforce optimization and operational excellence.
Maintain workforce practices and schedules that comply with labor regulations, company policies, and workforce standards, including FLSA requirements.
Uphold data integrity, information security, and compliance standards while supporting workforce management operations.