Workforce Management Analyst

Forward Financing is a financial technology company based in Boston, Massachusetts with team members throughout the United States, Dominican Republic, and Canada. The company is on a mission to unlock the capital that fuels small businesses across America. Recognized as a Best Place to Work by Built In Boston and certified as a Great Place To Work®, Forward is investing in its employees, technology, and customer experience – with long-term success in mind every step of the way.

As the Workforce Management Analyst, you will be the tactical engine behind our Sales Department. While others focus on the "what," you will focus on the "how"—ensuring our systems, queues, and workflows are optimized for speed and efficiency. In this role, you will serve as the primary administrator for our sales technology stack, manage workforce capacity, and ensure that every lead is routed effectively to drive revenue growth.

In this role you will:

Own CRM & Tech Stack Administration

• 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.

Drive Workforce & Queue Management

• Queue Management: Administer, monitor, and optimize lead routing logic (Round Robin, territory assignment) to ensure leads are distributed fairly and instantly to the right representatives.

• Workforce Management: Partner with Sales Leadership to align staffing levels with lead volume forecasts. Manage rep availability, SLA adherence, and capacity planning within the system.

• Real-Time Monitoring: Monitor live queues and rep activity to identify bottlenecks and make real-time adjustments to maximize coverage.

Lead Technology Implementation & Process Optimization

• Tech Implementation: Assist in the evaluation, implementation, and integration of new sales technologies that increase rep productivity.

• Tech Enhancements: Partner with Sales Leadership and Product to draft detailed requirements for the Product Team to implement, and collaborate cross-functionally to drive execution.

• Process Improvement: Identify friction points in the sales cycle and configure system automations (flows, validation rules, alerts) to streamline the rep experience.

• Documentation & Training: Create internal documentation for sales processes, and partner with Sales Enablement to facilitate training on effectively using the tech stack.

Support Sales Enablement & Reporting

• Data Hygiene: regularly audit CRM data to ensure accuracy, merge duplicates, and maintain a clean database for reporting.

• Operational Reporting: Build and maintain operational dashboards that track system adoption, lead routing efficiency, and rep activity metrics.

• Compensation Support: Assist in tracking data points required for monthly incentive and commission calculations.

Why you should apply:

• Mission driven company: Forward is a trusted source of fast, flexible funding for small businesses that have often been underserved by traditional financing options. When you join the team, you will help ensure all small businesses have access to the financial support they need to succeed.

• Flexibility is a top priority: Our employees are empowered to choose where they want to work (whether that’s from home, in the office, or a combination of both) with flexible hours.

• 3+ years of experience in Sales Operations, Revenue Operations, or System Administration.

• CRM Expertise: Advanced proficiency with Salesforce is required (Salesforce Administrator Certification strongly preferred). You should be comfortable with flows, process builders, and complex object relationships.

• Tech Stack Proficiency: Experience managing Dialers (e.g., Dialpad, Five9, Talkdesk), Contact Center systems (Genesys, etc.), or similar communication platforms.

• Workforce Management: Experience with queue management, lead routing logic, and capacity planning.

• Analytical Skills: Proficiency with Microsoft Excel (VLOOKUPs, Pivot Tables) to audit data and manage rosters.

• Problem Solver: A "fixer" mentality—you enjoy troubleshooting technical issues and finding workarounds to keep business moving.

• Communication: Ability to explain complex technical processes to non-technical sales users clearly and effectively.

Total Rewards:

Additionally, we offer a comprehensive total rewards package, including but not limited to: medical, dental, vision, commuter benefits, a flexible time-off policy, paid parental leave, 401k match for US employees, wellness reimbursement, volunteering days, annual professional development budget, and charitable donation match.

Forward is proud to be a remote-first company, keeping workplace flexibility a top priority for our employees. As a business, we are focused on impact; we are more concerned with your contributions to the success of the company than where you get your work done. To help facilitate in-person collaboration, employees are welcome to work from one of our premiere office locations.

When we aren’t collaborating to drive business and support our customers, we’re finding virtual and in-person ways to get to know our colleagues, celebrate team wins, and have fun together!

• Drive the Mission - We believe in financial opportunity for underserved small businesses. We say “yes” when others say “no.”

• Keep It Real - We value direct communication, candid feedback, and authenticity. We are an open book.

• Act with Kindness - We create an environment where caring is cool and helping is the norm. We do the right thing.

• Shoot for Extraordinary - We are inspired by innovative thinking and continuous improvement. We never settle for yesterday’s best.

About Us:

Forward Financing is a fintech company based in Boston, Massachusetts with team members throughout the United States, Dominican Republic, and Canada. The company is on a mission to unlock the capital that fuels small businesses across America. Whether facing challenges accessing traditional financing or simply needing a convenient, flexible solution, Forward is committed to funding more of the millions of small businesses nationwide. By simplifying the requirements, streamlining the process, and using advanced proprietary technology, Forward is often able to deliver approvals within hours and funds that same day – giving more businesses the financial opportunity they need to thrive. Plus, with their dedicated teams and award-winning service, customers get personalized support when they need it most.

Since 2012, Forward has expanded access to capital by providing over $4.5 billion in funding to more than 87,000 small businesses. The company is A+ rated by the Better Business Bureau with an Excellent / 4.6 stars rating on Trustpilot.com. Recognized as a Best Place to Work by Built In Boston and certified as a Great Place To Work®, Forward is dedicated to empowering both its team and the customers they serve, helping them succeed and thrive.

US Equal Opportunity Employment Information

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. With a laser focus on employee impact, we’re able to reduce biases and ensure the right people are in the right jobs to contribute to our mission. The varied perspectives of our people fuel innovation and make us a stronger team. By embracing what makes each of us unique, we create a supportive environment where people feel valued, accepted, and empowered to thrive.

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