Workforce Analyst

Role Description

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.
• Contributing to data-driven decision making through business intelligence and storytelling.

This role is ideal for someone who enjoys experimenting with new approaches, challenging the status quo, and helping shape the future of workforce management.

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.

Requirements

• 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.

Benefits

• 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.

Company Description

Is it surprising to hear that a financial institution of 1.5 million members and over $30 billion in managed assets say that success comes from focusing on people, not profits? Our “people helping people” philosophy has guided us since 1935, driving our deep commitment to serving our members, communities, and each other. When you join our team, you become part of a purpose-driven organization where your work makes a real difference.

While we’re proud of our history, we’re even more excited about our future. With business and technology transformation on the horizon, there’s never been a better time to be part of BECU.

You bring more than your expertise to your role, and that matters here. Your story, perspectives, and lived experiences help shape belonging at BECU and deepen how we connect with and support our employees, our members, and our communities.

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.