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.
We are looking for an experienced Workforce Management Director to oversee forecasting, planning, staffing optimization, and reporting for our Client Success Call Center.
This role requires demonstrated ability to calculate, analyze and interpret data and information to draw meaningful conclusions, problem-solve and make informed decisions. The person in this role is analytically minded, operationally excellent, and comfortable working with executive leadership to drive impactful change.
As the Director, Strategic Workforce Management, you will identify opportunities to enhance efficiency and lead pilot programs that identify new and innovative ways to improve team performance. You will be responsible for evolving our workforce management tools & programs and building accurate operational reporting capabilities. As the Director, you will directly manage and lead the WFM team.
What You’ll Do:
- Manage long-term, medium-term, and real-time staffing decisions across the team
- Identify & implement technology and tools for data driven staffing decisions
- Analyze historical performance & identify opportunities to improve performance
- Engage with senior leadership & broader organization to provide advice on special projects that impact the client success workforce
- Develop & maintain operational reporting on staffing levels, attendance, and occupancy
- Document standard workflows and best practices
Job Requirements and Qualifications
- BA/BS in an applicable discipline or equivalent relevant experience
- Superior written and verbal communication skills
- Ability to work in fast-paced environment, with frequently changing priorities
- Leadership and people management experience in a fast-moving environment
- Excellent analytical skills and detailed knowledge of Excel and experience with BI tools (e.g. Looker)
- Advanced experience building and analyzing models using various statistical tools for forecasting and scheduling optimization
- 5+ years of professional experience in a call center environment
- 2+ years of experience managing a Workforce Management (WFM) specialty role and hands-on experience with Calabrio WFM and WFO systems (preferred) or alternatives (Aspect eWFM, NICE IEX, impact360)
- Forecasting/staffing experience
- Scheduling
- Real-Time Monitoring
- Clear, effective communication
- Attention to detail, PM experience, makes deadlines
- Fast worker, quick to pivot, quick learner, adaptable, thrives in environments with volatility and ambiguity
- Driver, proactive, self-starter, solution-oriented
- Able to see the big picture while working in the weeds
- Previous experience working with executive-level employees (preferred)
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.
United States
