Workforce Management Analyst

Forward Financing•Boston, MA

1d•Remote

About The Position

Forward Financing is a financial technology company based in Boston, Massachusetts with team members throughout the United States, Dominican Republic, and Canada. The company is on a mission to unlock the capital that fuels small businesses across America. Recognized as a Best Place to Work by Built In Boston and certified as a Great Place To Work®, Forward is investing in its employees, technology, and customer experience – with long-term success in mind every step of the way. As the Workforce Management Analyst, you will be the tactical engine behind our Sales Department. While others focus on the "what," you will focus on the "how"—ensuring our systems, queues, and workflows are optimized for speed and efficiency. In this role, you will serve as the primary administrator for our sales technology stack, manage workforce capacity, and ensure that every lead is routed effectively to drive revenue growth.

Requirements

3+ years of experience in Sales Operations, Revenue Operations, or System Administration.
CRM Expertise: Advanced proficiency with Salesforce is required (Salesforce Administrator Certification strongly preferred). You should be comfortable with flows, process builders, and complex object relationships.
Tech Stack Proficiency: Experience managing Dialers (e.g., Dialpad, Five9, Talkdesk), Contact Center systems (Genesys, etc.), or similar communication platforms.
Workforce Management: Experience with queue management, lead routing logic, and capacity planning.
Analytical Skills: Proficiency with Microsoft Excel (VLOOKUPs, Pivot Tables) to audit data and manage rosters.
Problem Solver: A "fixer" mentality—you enjoy troubleshooting technical issues and finding workarounds to keep business moving.
Communication: Ability to explain complex technical processes to non-technical sales users clearly and effectively.

Responsibilities

Own CRM & Tech Stack Administration
Serve as the primary administrator for Salesforce and the broader sales tech stack
Manage requests for user setup, roles, profiles, and permissions, ensuring data security and system integrity.
Troubleshoot system errors and field support tickets from the sales floor to resolve technical blockers immediately.
Drive Workforce & Queue Management
Queue Management: Administer, monitor, and optimize lead routing logic (Round Robin, territory assignment) to ensure leads are distributed fairly and instantly to the right representatives.
Workforce Management: Partner with Sales Leadership to align staffing levels with lead volume forecasts. Manage rep availability, SLA adherence, and capacity planning within the system.
Real-Time Monitoring: Monitor live queues and rep activity to identify bottlenecks and make real-time adjustments to maximize coverage.
Lead Technology Implementation & Process Optimization
Tech Implementation: Assist in the evaluation, implementation, and integration of new sales technologies that increase rep productivity.
Tech Enhancements: Partner with Sales Leadership and Product to draft detailed requirements for the Product Team to implement, and collaborate cross-functionally to drive execution.
Process Improvement: Identify friction points in the sales cycle and configure system automations (flows, validation rules, alerts) to streamline the rep experience.
Documentation & Training: Create internal documentation for sales processes, and partner with Sales Enablement to facilitate training on effectively using the tech stack.
Support Sales Enablement & Reporting
Data Hygiene: regularly audit CRM data to ensure accuracy, merge duplicates, and maintain a clean database for reporting.
Operational Reporting: Build and maintain operational dashboards that track system adoption, lead routing efficiency, and rep activity metrics.
Compensation Support: Assist in tracking data points required for monthly incentive and commission calculations.