Workforce Analyst

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. 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 pi