Forward Financing is hiring a Workforce Management Analyst to serve as the tactical engine behind our Sales Department, focusing on optimizing systems, queues, and workflows for speed and efficiency. You will be the primary administrator for our sales technology, manage workforce capacity, and ensure effective lead routing to drive revenue growth.
What You'll Do
- Serve as the primary administrator for Salesforce and the broader sales tech stack.
- Manage requests for user setup, roles, profiles, and permissions, ensuring data security and system integrity.
- Troubleshoot system errors and field support tickets from the sales floor to resolve technical blockers immediately.
- Administer, monitor, and optimize lead routing logic to ensure leads are distributed fairly and instantly to the right representatives.
- Partner with Sales Leadership to align staffing levels with lead volume forecasts and manage rep availability, SLA adherence, and capacity planning.
- Monitor live queues and rep activity to identify bottlenecks and make real-time adjustments to maximize coverage.
- Assist in the evaluation, implementation, and integration of new sales technologies that increase rep productivity.
- Partner with Sales Leadership and Product to draft detailed requirements for the Product Team and collaborate cross-functionally to drive execution.
- Identify friction points in the sales cycle and configure system automations to streamline the rep experience.
- Create internal documentation for sales processes and partner with Sales Enablement to facilitate training on the tech stack.
- Regularly audit CRM data to ensure accuracy, merge duplicates, and maintain a clean database for reporting.
- Build and maintain operational dashboards that track system adoption, lead routing efficiency, and rep activity metrics.
- Assist in tracking data points required for monthly incentive and commission calculations.
What We're Looking For
- 3+ years of experience in Sales Operations, Revenue Operations, or System Administration.
- Advanced proficiency with Salesforce is required.
- Experience managing Dialers or Contact Center systems.
- Experience with queue management, lead routing logic, and capacity planning.
- Proficiency with Microsoft Excel (VLOOKUPs, Pivot Tables) to audit data and manage rosters.
- A 'fixer' mentality—you enjoy troubleshooting technical issues and finding workarounds to keep business moving.
- Ability to explain complex technical processes to non-technical sales users clearly and effectively.
Nice to Have
- Salesforce Administrator Certification strongly preferred.
Technical Stack
- Salesforce
- Dialers (e.g., Dialpad, Five9, Talkdesk)
- Contact Center systems (Genesys, etc.)
- Microsoft Excel
Team & Environment
You will be the tactical engine behind our Sales Department.
Benefits & Compensation
- Medical, dental, vision insurance
- Commuter benefits
- Flexible time-off policy
- Paid parental leave
- 401k match for US employees
- Wellness reimbursement
- Volunteering days
- Annual professional development budget
- Charitable donation match
Work Mode
This is a hybrid position open to candidates in the United States, Dominican Republic, and Canada.
Forward Financing is proud to be an equal opportunity employer and is committed to fostering a fair and inclusive culture built on a foundation of high performance and exceptional customer experience.
