PAY RANGE

The Target Pay Range for this position is $31.92-$38.85 hourly. The full Pay Range is $24.76-$46.06 hourly. At BECU, compensation decisions are determined using factors such as relevant job-related skills, experience, and education or training. Should an offer for employment be made, we will consider individual qualifications. In addition to your salary, compensation incentives are available for the hired applicant. Incentives are performance based and targets vary by role. hourly. At BECU, compensation decisions are determined using factors such as relevant job-related skills, experience, and education or training. Should an offer for employment be made, we will consider individual qualifications. In addition to your salary, compensation incentives are available for the hired applicant. Incentives are performance based and targets vary by role.

BENEFITS – because people helping people starts with supporting you

• 401(k) Company Match (up to 3%)

• 4% annual contribution to your 401(k) by BECU

• Medical, Dental and Vision (family contributions as well)

• PTO Program + Exchange Program

• Tuition Reimbursement Program

• BECU Cares volunteer time off + donation match

IMPACT YOU’LL MAKE:

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.

WHAT YOU’LL DO:

Workforce Management & Optimization

• Forecast Workforce Needs: 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.
• Build Strategic Schedules: Create and manage schedules that balance service levels, employee experience, productivity, and business priorities.
• Optimize Real-Time Operations: Monitor intraday performance and make real-time adjustments, including skilling changes, queue prioritization, and staffing modifications to maintain service objectives.
• Manage Time-Off Planning: Review and coordinate time-away requests while balancing employee needs with staffing requirements and service commitments.

Systems & Technology Management

• Administer Workforce Platforms: Support and optimize workforce management technologies, including NICE CXone and other CCaaS and scheduling platforms, to ensure operational effectiveness.
• Maintain Workforce Data Integrity: Manage agent profiles, scheduling configurations, and workforce system data to support accurate forecasting, reporting, and workforce planning.
• Support Technology Enhancements: Partner with cross-functional teams to implement system improvements, integrations, and new capabilities that strengthen workforce management processes.

Data Analytics & Business Intelligence

• Transform Data into Insights: Analyze workforce and operational performance trends to uncover opportunities, identify challenges, and provide actionable recommendations.
• Create Meaningful Reporting: Build and maintain dashboards, scorecards, and reports using business intelligence tools such as Tableau, Power BI, Excel, and similar platforms.
• Tell the Story Behind the Data: Translate complex information into clear, compelling insights that help leaders make informed business decisions.
• Support Strategic Reporting Needs: Deliver recurring and ad hoc reporting to business partners and leadership teams that supports workforce planning and operational success.

Partnership & Business Planning

• Collaborate Across Teams: Partner with Contact Center and business leaders to align staffing plans with changing operational and strategic priorities.
• Coordinate Workforce Activities: Schedule training sessions, meetings, projects, and special events while minimizing operational disruption.
• Influence Workforce Decisions: Provide recommendations that improve efficiency, workforce utilization, service delivery, and overall operational performance.

Innovation & Continuous Improvement

• Drive Process Improvements: Identify opportunities to improve forecasting accuracy, scheduling effectiveness, and workforce planning processes.
• Explore Emerging Technologies: Evaluate and leverage innovative tools, including AI-driven solutions, to enhance workforce management capabilities.
• Support Strategic Initiatives: Participate in pilots, projects, and transformation efforts that advance workforce optimization and operational excellence.

Compliance & Governance

• Ensure Regulatory Alignment: Maintain workforce practices and schedules that comply with labor regulations, company policies, and workforce standards, including FLSA requirements.
• Protect Data & Information: Uphold data integrity, information security, and compliance standards while supporting workforce management operations.

This isn’t just about ticking off tasks on a list. It's about making a significant, positive change in BECU’s journey, where your contributions are valued, and your growth is continually fostered.

WHAT YOU’LL GAIN:

• Opportunity to become a trusted advisor to leadership through workforce analytics and strategic insights
• Exposure to advanced workforce management technologies, including NICE CXone and CCaaS platforms
• Experience leveraging business intelligence tools, analytics, and data storytelling to influence business decisions
• Opportunity to explore and apply emerging technologies, including AI-driven workforce solutions
• Opportunities to lead process improvements and workforce optimization initiatives
• Exposure to enterprise-wide initiatives and cross-functional partnerships

QUALIFICATIONS:

Minimum Qualifications:

• 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

Desired Qualifications:

• 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