WFM Analyst

JOB TITLE: Workforce management Analyst

LOCATION: Las Vegas, Nevada

HOURLY RATE: Salary

WORK SCHEDULE: Monday-Friday (Day shift)

Who We Are:

Sunbit is revolutionizing the way Americans across all walks of life access care, services, and beyond for ubiquitous, everyday needs. In an era during which everyone is chasing digital transactions, we focus on empowering local merchants and essential services that serve as the lifeblood of their respective communities. As a Buy Now Pay Later (BNPL) technology company, we're building new capabilities that help shoppers realize the full potential of their buying power, provide merchants with the tools to sell more easily, and help lenders open the door to fair financing for people from every conceivable background. By introducing a flexible way to pay overtime, we are proud of our ability to lift up service providers and retailers while helping consumers when necessary, expenses arise... regardless of whether they were expected or unexpected. Sunbit is active in more than 20,000 locations, with 1 in 3 auto dealerships, optometry, dental, and other practices already leveraging our interactive platform. We use cutting-edge innovations in financial technology to bring leading data and features that allow individuals to be qualified instantly, making financing purchases at the point-of-sale fast, fair and easy for consumers across the credit spectrum. Founded in 2016, we completed a $130MM Series D round at $1.1B in valuation in 2021, and we’re just getting started - by creating value focused on values, we work tirelessly to ensure that Sunbit becomes available to everyone, everywhere.

The Role:

The team at Sunbit is looking for a self-motivated and ambitious Workforce Management (WFM) Analyst join our team in Las Vegas, Nevada. The Workforce Management (WFM) Specialist position supports the Customer Service leadership team by developing and maintaining agent level dashboards and Real-Time call queue monitoring as well as providing insight/analysis of call handling effectiveness and all Key Performance Indicators (KPIs) via accurate reporting.

Please Note: This position is in a Call Center, in office (non-remote) environment.

Requirements

What You’ll Be Doing:

• Ownership of site, leader, agent-level dashboards, and gamification initiatives.
• Producing and analyzing management reports to support inbound and outbound operations.
• Acting as the main point of contact for volume forecasting, ensuring accurate forecasts across multiple business lines.
• Ensuring strategic alignment through forecast modeling, collaborative planning, and effective communication.
• Collaborating with cross-functional teams to identify opportunities, implement solutions, and measure improvements to meet business objectives.
• Clearly communicating forecasted workload, assumptions, changes, and inputs to relevant stakeholders.
• Partnering with leaders and their teams on capacity planning and resource strategy modifications.
• Leading process improvements to enhance efficiency and drive change management across multi-contact environments.
• Identifying opportunities to improve contact center metrics and conducting deep-dive analyses to address forecasting deviations.
• Staying up-to-date with current and emerging practices and technologies in workforce planning, scheduling, and forecasting.
• Note: This job description is not exhaustive and may evolve as business needs change.

What You Bring to the Table:

• 6 months to 2+ years of experience in Operations or Workforce Management, with a strong understanding of business unit operations, systems, and WFM analytics, including forecasting and workforce planning.
• 6 months to 2+ years of experience in Workforce Management or reporting analyst roles.
• Experience with workforce management systems is preferred; Verint scheduling is a plus—please mention if you have experience with this tool.
• Expertise in emerging practices and technologies for workforce planning, scheduling, and forecasting.
• Ability to identify process improvement opportunities, recognize patterns, and implement effective solutions.
• Demonstrated ability to establish and maintain effective working relationships with personnel at all levels and across departments.
• Proficiency in phone system reporting and scheduling tools such as Verint, NICE, IEX, Cisco, and Five9.
• Strong quantitative and analytical skills, with proficiency in Excel and Google Sheets. Experience with APIs, SQL, and/or Sigma reporting is beneficial but not required.
• Excellent interpersonal, written, verbal, and listening communication skills.

Perks Included: 

• Join a A Most Loved Workplace and #306 on the 2022 Inc 5000 list 
• Mission driven + empowered + collaborative environment
• State of the art customer care contact center
• Competitive pay and stock options
• 12 days of PTO your first year with increases thereafter + Holiday Pay
• Health Insurance options including Medical, Dental, Vision, Life, EAP, FSA, & Maternity Leave
• Newly added HSA and Pet Insurance
• 401K Plan with Matching 
• Casual Dress
• Other fun team events and Spirit Days
• Open door policy / Open office floor plan

Core Values for Success at Sunbit:

• Serve others before self
• Takes care of customers, and partners in a manner that demonstrates they are important
• Own the impact
• Ability to troubleshoot a variety of matters and holding yourself accountable
• Strong organizational and time management skills with the ability to prioritize effectively
• Connect genuinely
• Build and maintain strong relationships with both customers and partners
• Speak with customers and partners in a friendly, helpful and open demeanor
• Act fast
• Thrive in a fast-paced environment while maintaining a high level of support
• Include always
• Communicate well verbally and in writing, demonstrating empathy and understanding
• Innovate for good
• Establishes scalable capabilities by applying best practices to your workday.

Sunbit is an Equal Opportunity Employer. We strive to provide a professional & welcoming workplace for all employees.