Workforce Management Analyst
American First FinanceTexas, United States
Posted September 22, 2025
Full Time
About the Company
American First Finance (AFF) specializes in providing personalized financing solutions to businesses across various industries, including furniture, appliances, electronics, and healthcare. With a proprietary underwriting system, AFF offers flexible payment options that help businesses approve more customers, increase sales, and support growth. Distinctive in its approach to serving the unbanked and credit-challenged segments, AFF's comprehensive suite of services includes consumer credit, merchant financing, and alternative lending options.
Job Description
The Workforce Management Analyst will support the performance and operational excellence of a multi-site, blended contact center environment. This role focuses on optimizing staffing models, managing workforce data, and enabling real-time and strategic decisions through advanced reporting and analytics. The position is detailed, requires problem-solving skills, and is critical to the contact center's success, prioritizing Best-in-Class service to customers. The role involves forecasting, collaboration with WFM planners, data integrity maintenance, and stakeholder communication.
Requirements
- 2+ years of experience in Workforce Management within a contact center environment.
- Proficiency in NICE IEX WFM or a comparable platform.
- Advanced Excel and Power BI experience.
- Strong understanding of call center metrics.
- Demonstrated ability to synthesize complex datasets.
- Deep understanding of forecasting, scheduling, and performance optimization.
- Excellent time management and cross-functional collaboration skills.
Benefits
- Competitive salary
- Comprehensive health insurance
- Paid time off
- Retirement plan
- Professional development opportunities
