Jr. Workforce Analyst

Sunbit, Inc.; Las Vegas (NV); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Unlimited PTO

Health Insurance options

401K Plan with Matching

Stock options

Cell Phone Stipend

Job summary

Sunbit, Inc. is seeking a junior Workforce Analyst in Las Vegas, NV to support Customer Service leadership with agent dashboards, real-time queue monitoring, and KPI reporting.

You will develop insights on call handling effectiveness, forecast workloads, and collaborate across teams to drive improvements in a fast-paced in-office call center environment.

Qualifications

• 6 months to 2+ years of experience in Operations or Workforce Management.
• Strong quantitative and analytical skills; proficiency in Excel and Google Sheets.
• Experience with workforce management systems; Verint scheduling is a plus.
• Proficiency with Verint, NICE, IEX, Cisco, and Five9 for reporting.
• Expertise in workforce planning, scheduling, and forecasting.
• Ability to identify process improvement opportunities and implement solutions.
• Excellent interpersonal, written, verbal, and listening communication skills.

Responsibilities

• Ownership of site, leader, and agent-level dashboards.
• Real-Time call queue monitoring and KPI analysis.
• Producing management reports to support inbound/outbound operations.
• Forecasting across multiple business lines and capacity planning.
• Collaborating with cross-functional teams to identify opportunities and implement solutions.
• Communicating forecasted workload and changes to stakeholders.
• Leading process improvements to enhance efficiency in multi-contact environments.
• Addressing forecasting deviations with deep-dive analyses.

Skills

Workforce management

Forecasting

Excel

Google Sheets

APIs

SQL

Sigma reporting

Data analysis

Communication

Tools

Verint

NICE

IEX

Cisco

Five9

Job description

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 at scale. The 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 Role:

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.

Please Note: This position is in a Call Center, in office (non-remote) environment

Requirements

What You'll Be Doing:

• 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.

What You'll Bring:

• 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 Five9.
• Expertise in emerging practices and technologies for workforce planning, scheduling, and forecasting.
• Ability to identify process improvement opportunities, recognize patterns, and implement effective solutions.
• Excellent interpersonal, written, verbal, and listening communication skills.

Why Choose Sunbit?

Sunbit is recognized as one of the fastest-growing and most admired fintech companies, earning honors from Inc. 5000 (four consecutive years), Forbes Fintech 50, Deloitte Technology Fast 500, Financial Times, and FinTech Breakthrough for its innovation and impact. The company has also been featured among Newsweek’s Most Loved Workplaces and CB Insights’ Unicorn Companies, reflecting a valuation of $1.1B.

People choose Sunbit for its people-first culture rooted in service, inclusion, and real-world impact. Powered by AI that helps people in life’s critical moments—offering high approvals, speed, and zero fees—Sunbit has achieved proven scale across tens of thousands of merchants and millions of transactions. Its fast, fair, and simple financial products empower consumers and partners alike through clarity and trust.

The Perks:

• Join one of LA’s fastest growing startups (2023), A Most Loved Workplace, #576 on the 2023 Inc 5000 list, and Forbes Fintech 50 (2024)
• Mission driven + empowered + collaborative
• Competitive pay and stock options
• Unlimited PTO
• Health Insurance options including Medical, Dental, Vision, Life, EAP, FSA, & Parental Leave
• Newly added HSA and Pet Insurance
• 401K Plan with Matching
• Cell Phone Stipend
• Team based strategic planning + Team owned deliverables

Sunbit is an Equal Opportunity Employer. We strive to provide a professional & welcoming workplace for all employees.