Business Analyst - Workforce Management
Unison Home Ownership Investors
About the role:
This is a hybrid position with the requirement of 3 full days in our Omaha, NE office.
As the Business Analyst - Workforce Management, you will analyze data and trends to optimize workforce efficiency and performance. You will gather data on external business situations and internal performance metrics and processes, analyzing trends and issues, and developing reports to inform leadership of current developments. You will coordinate with executives, department heads, and IT personnel to streamline business processes and increase employee productivity.
Responsibilities:
- Build relationships with our Sales and Business Development teams to understand their pain points
- Create reports and dashboards on real time and historical data to track Mortgage Loan Officer (MLO) performance
- Analyze and develop weekly recommendations for scheduling and use staffing requirements, contact center and operations schedules to determine required staffing levels to ensure the organization's ability to meet operational commitments.
- Identify variances and create effective plans to address gaps
- Coordinate departmental schedules in conjunction with managers, including training, team meeting, and all other “off phone” tasks
- Maintain holiday pattern forecasts to ensure effective coverage for holidays
- Oversee and manage the WFM selected platform utilized in forecasting, scheduling, tracking, monitoring, and reporting daily/monthly contact center statistics.
- Create integrated database tracking tools for staffing shrinkage patterns (vacation, sick, training etc) to optimize staffing levels
- Provide our leaders with insights on how to improve
About you:
As a Business Analyst - Workforce Management, you thrive at collecting data, analyzing data trends, assessing performance, preparing reports, and collaborating with company leaders. You exemplify our values, have a drive to succeed, and your experience includes:
- Bachelor’s degree in relevant field
- 3-5 Years of Experience in Contact Center Workforce Management planning
- Experience using software to build and maintain complex forecasting models
- Attention to detail is a must
- Communicates clearly and concisely
- Managing multiple projects by prioritizing, scheduling, and adapting as necessary with shifting objectives
- Seating and capacity planning experience a plus
- Utilizes facts and experience to make decisions
- Strong analytical and problem solving skills
- Aptitude to function well in a high-paced and at time stressful environment
- Building relationships and coordinating cross-functionally to ensure timely delivery of your reporting
- Experience with Workforce Management tools (e.g. Humanity by TCP, When I work, TalkDesk Workforce Management)
- Experience working with Salesforce and TalkDesk integrations
We recognize that people come with experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence. Therefore, we encourage people from all backgrounds to apply to our positions. Please let us know if you require accommodations during the interview process.
Why join us?
The Unison team draws on a deep and wide range of talent across several disciplines. Visionaries in investment management, product development, and financial technology are joined by innovative real estate and consumer finance experts creating a unique culture.
Perks of the Unison employee include: competitive salaries, 100% paid medical and dental benefits, generous PTO policy, paid parental leave program, and fantastic downtown SF and Omaha locations, as well as being an integral part of a well-funded market leader with incredible momentum.
About us:
Unison is a San Francisco-based company that is pioneering a smarter, better way to own your home. Until now, the only way to finance a home was by taking on debt. Through the Unison Agreement, we help homeowners access their equity flexibly with no monthly payments or interest. We enhance home affordability, reduce debt, and deliver a less risky way for homeowners, investors, and society to think about their most important asset - the home. For additional information, visit www.unison.com or follow us on Facebook, Instagram, LinkedIn, Twitter and YouTube.
The last few years have been record breaking for Unison. We expanded our offering to 30 states, surpassed the $5B mark in real estate investments and partnered with over 7K customers through our HomeBuyer and HomeOwner programs. This tremendous growth was recognized by the Deloitte Technology Fast500 awards two years in a row as well as being included in the most recent Forbes Fintech50.
Unison provides equal employment opportunity to all individuals regardless of their race, age, creed, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity or expression, pregnancy, or any other characteristic protected by state, federal, or local law.