Workforce Management Analyst - Remote

Overview

Figure is maximizing the value of homeownership in ways that benefit consumers and the industry alike. We’re helping homeowners tap their liquidity easily, efficiently and reasonably for purpose-driven, significant expenditures – everything from dream home renovations and debt consolidation to small business formation.

In Short

• Utilize workforce management tools to monitor real-time adherence to schedules and service level agreements (SLAs).
• Identify and address any deviations from planned staffing levels and service targets.
• Make real-time adjustments to staffing allocations to optimize resource utilization and meet service goals.
• Proactively anticipate and respond to fluctuations in contact volume and staffing requirements throughout the day.
• Coordinate with operations and support teams to implement intraday schedule adjustments as needed.
• Communicate effectively with team members and stakeholders to ensure seamless execution of intraday changes.
• Analyze real-time performance metrics, such as average handle time (AHT), occupancy, and adherence, to identify trends and areas for improvement.
• Generate and distribute real-time and daily performance reports to key stakeholders.
• Provide insights and recommendations based on data analysis to drive operational efficiency and improve service delivery.
• Act as a point of contact for escalations related to real-time staffing issues, system failures, or other operational disruptions.

Requirements

• 1-3 years of WFM experience in a contact center (preferably with 100+ agents)
• A solid understanding of NICE/IEX WFM software and reporting
• Readily adaptable to a fast-paced, evolving start-up environment
• Knowledge of the financial services regulatory environment
• Has a results-driven mindset by approaching tasks with urgency and efficiency to meet deadlines and deliver exceptional outcomes while responding to new information quickly
• Maintains a focused, self-motivated, and reliable work approach with the ability to work independently
• Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build solid working relationships with all levels of the organization
• Ability to work in a team environment and adapt to changing workloads and circumstances effectively

Benefits

• Comprehensive health, vision, and dental insurance with 100% employer-paid premiums for employees and their dependents on select plans
• Company HSA, FSA, Dependent Care, 401k, and commuter benefits
• Employer-funded life and disability insurance coverage
• 11 observed holidays & accrued PTO plan
• Up to 12 weeks paid family leave
• Continuing education reimbursement