Jr. Workforce Analyst

Sunbit builds financial technology for real life. Our AI-native platform helps more people get to “yes” at the moments that matter with personalized offers, transparent terms, and no added consumer fees. In stores, practices and service centers across the country, Sunbit provides a fast, fair pay-over-time option. For everything else, the Sunbit Credit Card delivers a modern, no-fee credit experience managed in a powerful mobile app.

We are guided by people-centered values:
Serve Others Before Self, Include Always, Connect Genuinely, Innovate for Good. These values shape how we build, how we support customers and merchants, and how we work with each other.

What makes Sunbit different is an AI-native infrastructure that runs through the full customer and merchant journey. Our interconnected AI systems power instant decisioning, streamline fraud checks with human-in-the-loop safeguards, and enable highly personalized offers  result is a quick, fair, and simple experience for consumers and merchants.

We pair this technology with inclusion and transparency. Sunbit delivers industry-leading approval rates — 90%+ in auto service and 85%+ in dental — while maintaining zero consumer fee-based revenue. It is a better way to serve people and merchants, proven at scale.

Today, Sunbit is available across a nationwide, in-person merchant network of 30,000+ locations spanning auto service centers, dental and optical practices, veterinary clinics, and other specialty services. We help teams say “yes” more often and help customers move forward with confidence.

The team at Sunbit is looking for a self-motivated and ambitious Junior Workforce Analyst join our team in Las Vegas, Nevada. You will support the Customer Service leadership team by developing and maintaining agent level dashboards and Real-Time call queue monitoring as well as providing insight/analysis of call handling effectiveness and all Key Performance Indicators (KPIs) via accurate reporting.

• Ownership of site, leader, agent-level dashboards, and gamification initiatives.
• Producing and analyzing management reports to support inbound and outbound operations.
• Acting as the main point of contact for volume forecasting, ensuring accurate forecasts across multiple business lines.
• Ensuring strategic alignment through forecast modeling, collaborative planning, and effective communication.
• Collaborating with cross-functional teams to identify opportunities, implement solutions, and measure improvements to meet business objectives.
• Clearly communicating forecasted workload, assumptions, changes, and inputs to relevant stakeholders.
• Partnering with leaders and their teams on capacity planning and resource strategy modifications.
• Leading process improvements to enhance efficiency and drive change management across multi-contact environments.
• Identifying opportunities to improve contact center metrics and conducting deep-dive analyses to address forecasting deviations.

• 6 months to 2+ years of experience in Operations or Workforce Management, with a strong understanding of business unit operations, systems, and WFM analytics, including forecasting and workforce planning.
• Strong quantitative and analytical skills, with proficiency in Excel and Google Sheets. Experience with APIs, SQL, and/or Sigma reporting is beneficial but not required.
• Experience with workforce management systems is preferred;
  Verint scheduling is a plus- please mention if you have experience with this tool.
• Proficiency in phone system reporting and scheduling tools such as Verint, NICE, IEX, Cisco, and Five
  9.
• Expertise in emerging practices and…