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Valon · 2 days ago

Workforce Management Analyst

Phoenix, AZ

Full-time

Onsite

Entry, Mid Level

2+ years exp

Valon is transforming mortgage servicing and consumer direct lending with a technology-first approach. The Workforce Management Analyst will play a strategic role in driving workforce planning at Valon’s contact center, ensuring staffing needs are met through accurate forecasting and effective scheduling.

Financial ServicesFinTechReal Estate

Responsibilities

Forecasting, Planning & Scheduling

Own responsibility for the workforce management, including forecasting, capacity planning, scheduling, real-time monitoring, schedule adherence, and reporting for our contact center

Provide analytics for historical volume trends across all contract center channels to provide key short and long-term forecasting goals that support staffing and needs and planning

Lead translating forecasting data into actionable staffing models that align with servicing level agreements (SLAs) and budget

Regularly evaluate, design, and implement staffing models that drive higher efficiency and better agent utilization across all contact center departments

Define best times for required training and training schedules

Manage and oversee the contact center staffing members PTO process (approval/denials) based on staffing needs, ensuring the balance of business coverage and team availability

Own and provide data-driven insight to identify needs for voluntary time off (VTO) or overtime (OT) based on daily volumes and activity

Collaborate with business units to continuously improve real-time strategies and intraday responsiveness, using insights from forecasting and scheduling to guide decisions

Cross-Functional Collaboration & Reporting

Other duties as assigned

Qualification

Workforce managementForecastingCapacity planningExcel proficiencyContact center experienceAnalytical skillsReal-time monitoringOrganizational skillsCommunication skillsDocumentation skillsCross-functional collaboration

Required

Minimum 2 years of workforce management or workforce planning experience in a contact center environment

Prior experience with workforce management platform (e.g., NICE, Alvaria, Avaya) NICE is preferred

Minimum education requirement: High school diploma or GED equivalent required

High proficiency in analyzing operational data, modeling scenarios, and presenting insights to leadership as needed

Excellent organizational and documentation skills with the ability to manage competing priorities in a fast-paced environment

Great written and oral communication skills with the ability to deliver complex workforce data clearly

Advanced proficiency in Excel, using pivot tables, including formulas, skilled in providing reporting requirements

Benefits

Competitive salary and 401 (k) plan

Comprehensive medical, dental, & vision benefits

In-office snacks and drinks, and Bagel Fridays

Pre-tax deductions for public transportation, rideshare services, and parking expenses to make your commute more affordable and convenient.

Company-wide orientation for you to successfully onboard and other learning & development opportunities, including regular review cycles that feature 360-degree feedback

17 days paid time off, sick days, and 11 company holidays

12 weeks off for both birthing and non-birthing parents - fully paid, so you can focus your energy on your newest addition