Workforce Analyst (Fintech)

TL;DR

Workforce Analyst (Fintech): Optimizing workforce performance across the Contact Center using WFM systems and data analytics with an accent on forecasting, scheduling, and real-time optimization. Focus on modernizing workforce strategies through AI-driven solutions and business intelligence to improve operational efficiency.

Location: Remote, Washington (WA), USA

Salary: $31.92–$38.85 hourly (Target Range)

Company

A member-focused financial institution with over 1.5 million members and $30 billion in managed assets.

What you will do

• Develop and maintain short- and long-term workforce forecasts to ensure optimal staffing levels across business lines.
• Create strategic schedules that balance service levels, employee experience, and productivity.
• Monitor intraday performance and implement real-time staffing and queue adjustments.
• Administer and optimize workforce platforms, specifically NICE CXone and other CCaaS tools.
• Analyze operational performance trends and build dashboards using Tableau, Power BI, and Excel.
• Collaborate with Contact Center leadership to align staffing plans with strategic priorities.

Requirements

• 2+ years of experience in workforce management or contact center operations.
• Proven experience with forecasting, scheduling, and real-time WFM.
• Advanced proficiency in Excel for data analysis and reporting.
• High School diploma or equivalent experience.
• Must be based in Washington (WA), USA.

Nice to have

• Experience with NICE CXone or similar CCaaS/WFM platforms.
• Proficiency in business intelligence tools (Tableau, Power BI) or querying languages (SQL, Python).
• Familiarity with AI tools applied to workforce optimization.
• Previous experience in financial services or contact center environments.

Culture & Benefits

• 401(k) company match (up to 3%) and an additional 4% annual contribution.
• Comprehensive Medical, Dental, and Vision insurance for employees and families.
• PTO and Exchange Program for better work-life balance.
• Tuition Reimbursement Program for continuous learning.
• hirify.global Cares volunteer time off and donation matching.