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

• Seeking a highly analytical and detail-oriented Workforce Management Analyst.
• Responsible for optimizing workforce schedules and ensuring efficient resource allocation.
• Utilize workforce management tools to monitor real-time adherence to schedules.
• Identify and address deviations from planned staffing levels.
• Make real-time adjustments to staffing allocations.
• Coordinate with operations for intraday schedule adjustments.
• Analyze real-time performance metrics to identify trends.
• Generate and distribute performance reports to stakeholders.
• Provide insights based on data analysis to improve service delivery.
• Act as a point of contact for escalations related to staffing issues.

Requirements

• 1-3 years of WFM experience in a contact center.
• Solid understanding of NICE/IEX WFM software.
• Adaptable to a fast-paced, evolving start-up environment.
• Knowledge of the financial services regulatory environment.
• Results-driven mindset with urgency and efficiency.
• Self-motivated and reliable work approach.
• Excellent interpersonal skills.
• Ability to work in a team environment.

Benefits

• Comprehensive health, vision, and dental insurance.
• Company HSA, FSA, 401k, and commuter benefits.
• Employer-funded life and disability insurance.
• 11 observed holidays & accrued PTO plan.
• Up to 12 weeks paid family leave.
• Continuing education reimbursement.