Workforce Management Analyst

Customer Care Ctr- NV · Las Vegas, Nevada
Department Customer Care Ctr- NV
Employment Type Full-Time
Minimum Experience Mid-level

JOB TITLE:  Workforce Management Analyst

LOCATION:  Las Vegas, Nevada

REPORTS TO:  Asst. Director of Workforce Management

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 over time, 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 17,000 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 to join our team in Las Vegas, Nevada. The Workforce Management (WFM) Analyst position supports the Customer Service leadership team by developing staffing and forecasting models 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

What You’ll Be Doing:

  • Owning the short-, medium- and long-term call volume (1-24 months)
  • Production and analysis of management reports to support the operation for all inbound and outbound call types
  • Serving as point of contact regarding any volume forecasting related and must ensure accurate forecasts are created for multiple lines of business
  • Ensuring strategic goals are met through forecast modeling, collaborative planning and effective communication while aligning the forecast with strategic goals
  • Working with other department functions to define opportunities, identify and implement solutions, measuring improvements to ensure desired results are achieved
  • Providing clear communication of the forecasted workload, changes, assumptions, inputs, etc.
  • Work closely with Leaders and their Direct Reports on capacity planning workbooks and resource modification strategies
  • Identifying process improvement, effectiveness and efficiency and execute on change management, influence, and collaboration across the multi-contact environment
  • Identifying opportunities to improve CCC metrics and leads deep dive analysis to address forecasting deviations below target metrics
  • Emerging practices and technologies used in workforce planning, scheduling and forecasting
  • Job description is not an all-inclusive list of duties but meant to give a general idea of the position; roles and responsibilities are subject to change

What You Bring to the Table:

  • 1-3 years of Operations/Workforce Management focused experience, strong understanding of business unit operations and systems, and knowledge of WFM analytics, forecasting and workforce planning have been obtained
    • 1-2 years experience in within Workforce Management
  • Previous experience with systems specific to the WFM may be required. Verint scheduling preferred
  • Expertise in emerging practices and technologies used in workforce planning, scheduling and forecasting
  •  Ability to identify process improvement opportunities and patterns and recommend and implement solutions
  •  Proven ability to establish and maintain effective working relationship with all levels of personnel and other departments
  • Proficient with phone system reporting and scheduling tools (Verint, Nice, IEX, Cisco, Five9 etc.)
  • Strong quantitative/analytical skills
  • Excellent interpersonal, written, verbal and listening 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.


Thank You

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  • Location
    Las Vegas, Nevada
  • Department
    Customer Care Ctr- NV
  • Employment Type
  • Minimum Experience